Troomi Wireless Hiring for Social Media Content and Discussion Moderator Job at Lehi, UT Full Time

Troomi is a rapidly growing company that provides safe, controlled cellular phones for children of all ages. We are looking for a Social Media Experience specialist to join our support team.

This person will be key in handling escalated customer support issues that primarily surface in social media circles, and coordinating with Tier I and Tier II to make sure the issues are handled in a timely manner. They will also help our marketing team manage Troomi’s online presence, and rating posts, on Facebook, Google and Instagram.

Responsibilities

• Review social media conversations and content to determine community guidelines are met while upholding a high standard of accuracy, quality and Troomi brand
• Support influencers and answer their product and experience questions
• Respond to comments, DMs, reviews on social accounts (Facebook, Instagram, LinkedIn, TikTok, etc), and direct these to the appropriate Experience Agent
• Investigate and resolve complex issues regarding content within agreed-upon turnaround times and standards of quality
• Able to moderate traumatic, sensitive and potentially offensive content and turn it into a positive
• Be able to mine public and private social media posts for actional opportunities for Troomi to improve its products, services and experience
• Provide trends and insights to develop improvements to the overall processes and provide recommendations for process, policy and product improvements
• Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
• Provide tier 2 support to users with installation, troubleshooting, and upgrades of new Cellular phones and software.
• Follow up with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction.
• Performs other related duties as assigned by management

Qualifications

• At least 3 years of experience, moderating and managing company brands in social media
• 2 years experience with posting, moderating, and managing content, comments, and community on multiple social media platforms
• 1-2 years experience in a customer experience or support related area
• Strong communication, interpersonal, problem solving and presentation skills
• Strong troubleshooting skills
• Self-motivated, takes initiative to resolve issues
• Ability to problem solve through analysis of a situation, where there are a variety of variables
• Some levels of stress associated with customer service role
• Some weekend and holiday work may be required, but with flexible schedule and remote location options

Job Type: Full-time

Pay: $30,000.00 – $60,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Lehi, UT 84043: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Social Media Moderation: 3 years (Required)

Work Location: One location