Silva-Lining HR

Human Resources

• Oversee and execute the trade-client engagement strategy, primarily through Instagram
• Manage and moderate community platforms, social channels, and online discussions to maintain a positive and engaging environment
• Reach out to existing clients and encourage them to follow and engage with the company’s social media platforms
• Maintain ongoing engagement with existing clients by liking, commenting on, and resharing relevant posts and content
• Use Instagram and other social platforms to identify potential new clients and manage outreach efforts
• Develop and implement strategies to increase community participation, engagement, and brand presence
• Coordinate and organize community events, webinars, and virtual engagement initiatives
• Monitor and respond to community feedback, inquiries, and messages in a timely and professional manner
• Collaborate closely with marketing and product teams to ensure community initiatives align with broader company goals and campaigns
• Assist with content planning and social media engagement efforts to strengthen community visibility and interaction

Fractional Trade Community Manager

Customer Support

• Oversee and manage the claims process to ensure timely and accurate resolution of customer issues
• Manage and maintain the ticket pipeline in HubSpot for order-related concerns, claims, and follow-ups
• Serve as the primary point of contact for all claim-related client communications, including phone and email support
• Handle escalated or complex claims and provide effective resolution strategies
• Lead project management efforts for claims resolution, including task delegation and coordination with internal team members, vendor partners, shipping providers, and repair services
• Monitor claims workflows to ensure deadlines and service expectations are consistently met
• Measure and analyze claim-related KPIs, including response times, resolution timelines, customer satisfaction, and operational efficiency
• Collaborate cross-functionally to improve claims handling procedures and customer service processes
• Analyze claims data to identify trends, recurring issues, and opportunities for process improvement
• Ensure compliance with company policies, procedures, and industry regulations
• Provide guidance, coaching, and support to customer service representatives as needed

Fractional Trade Community Manager

Fractional Customer Service Manager – Claims