Spanish Social Media Customer Service Manager

Job: Spanish Social Media Customer Service Manager

Contract: 6 months FTC

Start: Immediate

Salary: £36,000 per annum (pro-rata) + Excellent benefits

Location: Fully remote – you must be based in the UK with a right to work

Our client is a well-established digital networking platform, they are currently looking for a passionate and driven individual to join their community management service team. The Spanish Social Community Manager will be responsible for providing customer support to users on social media, analysing customer behaviour and communicating feedback to internal teams.

Responsibilities

• To Provide daily community management support on all content whether campaign or non-campaign related
• Act as the lead tone of voice for brand in Spain and Latin America and respond to brand related queries, comments and engage into relevant conversations
• Regularly monitor social channels for spikes in conversations and proactively respond accordingly
• Manage the team of freelance social moderators for the Spanish market and recruit new moderators as and when required. While the Spanish market will be the main focus, you will be involved in managing other market moderators too
• Ensure engagements on social media platforms, external reviews and app store reviews are responded within SLAs
• Directly resolve escalated cases from the moderator teams
• Troubleshoot user issues and escalate them to developers appropriately
• Analyse customer interaction with the product and communicate feedback to the relevant team
• Manage and assist with ad-hoc projects

Requirements

• Bachelor’s degree or equivalent
• Proven experience in social media customer service (ideally 3 years or more)
• Excellent command of English and Spanish, both written and spoken
• In depth knowledge of social media platforms and how to use them
• Team management experience
• Experience working with Social Media CS software and tools like JIRA is desirable – experience with Khoros is a great advantage
• Good knowledge of, and passion for, the online industry