Social Support Coordinator

As a Social Support Coordinator, you will assist existing and prospective customers on social media platforms to a high standard, both reactively and proactively.

You will represent the company on social platforms, reinforcing a professional yet friendly approach, and build rapport with advocates and key communities.

Core responsibilities include:

• Maintaining a presence on defined social platforms, responding to customer queries in a timely, friendly, problem-solving manner
• Monitoring and responding to YouTube comments on brand videos
• Absorbing customer trends and sentiment, reporting back to Support Management and Marketing at regular intervals
• Facilitating online conversations with customers, inspiring brand advocacy
• Managing relationships with brand advocates
• Monitoring and engaging in brand-related online conversations
• Reporting on online reviews and feedback from customers and fans

The ideal candidate will have:

• Knowledge and experience of key social platforms – Facebook, Instagram, X/Twitter, YouTube, TikTok
• Excellent communication and collaboration skills
• A friendly, calm, professional approach to customer engagement
• Experience dealing with customers
• A passion for audio and music
• Audio tech knowledge would be an advantage
• Experience with (or at least knowledge of) the company's family of products

The company offers comprehensive benefits, including health insurance, dental and vision insurance, life insurance, short- and long-term disability, 401K with employer match, 28 days PTO, Employee Assistance Program, Group Bonus Scheme, and generous staff discounts on company products and merchandise.