Customer Care Specialist for Social Media

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Requirements:

• Has excellent English writing and speaking skills—can write great messages for different channels and situations and is adept at crafting short, easy-to-read sentences.
• Has experience assisting others.
• Is social-media-savvy and is eager to help people across multiple platforms.
• Is an empathetic, active listener with a solid understanding of tone matching.
• Can write replies that make our users feel heard, understood, and taken care of.
• Thrives in an environment where change is the norm while still being able to deliver great service amid changing social media landscapes and priorities.
• Has prior experience working with various software (macOS, MS Office, Slack, etc.). Experience with any ticketing system is a plus.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.

Responsibilities:

• Provide quick, high-quality responses across social channels to support Grammarly users.
• Enhance user interactions by incorporating surprise-and-delight marketing where appropriate.
• Manage and organize social media requests, sorting, tagging, and escalating as needed.
• Develop expertise in handling high-impact brand interactions.
• Monitor social sentiment, identifying trends and engagement opportunities.
• Collaborate on various tasks, both independently and with other teams, to improve operational efficiency and bring your ideas to life.