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AI Summary
The coordinator will manage user interactions across social platforms and app stores, responding to reviews and direct messages. They are also responsible for monitoring trends in user feedback and managing support tickets via Zendesk.
About the Role:
As a Social Communications Coordinator, you’ll be the Social Voice of Fetch, fostering positive connections with our users across various platforms.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Role Responsibilities:
- Responding thoughtfully to reviews from platforms like the Play Store, App Store, and other relevant sites.
- Engaging with users by promptly replying to direct messages on our social media channels, including Meta, Instagram, X, TikTok, and any new platforms we explore.
- Monitoring and responding to comments on our social media posts, while keeping our pages tidy by managing spam, reporting bots, and removing inappropriate content.
- Spotting trends and potential issues in user feedback, reviews, and messages, and sharing insights with the team.
- Organizing reviews by tagging them to help streamline our processes.
- Contributing to app review and social media projects, taking on smaller tasks with guidance from the team.
- Managing Zendesk tickets weekly, applying your knowledge of our Support team’s workflows and procedures.
Preferred Requirements:
- We’re looking for a dynamic Social Communication Coordinator who thrives in a fast-paced, user-focused environment and embodies the vibrant Fetch voice. The ideal candidate:
- Thinks on Their Feet: You’re quick to adapt, crafting thoughtful, on-brand responses to user interactions, from glowing reviews to tricky complaints, with creativity and composure.
- Has Impeccable Attention to Detail: You ensure every message, reply, and ticket is error-free, polished, and aligned with Fetch’s tone, maintaining our high standards across platforms.
- Embodies the Fetch Voice: You naturally grasp and amplify our brand tone, engaging users in a way that feels authentic and delightful.
- Collaborates Seamlessly: You work well with a small, tight-knit team, contributing ideas, building on others’ suggestions, and thriving in group brainstorming sessions.
- Spots Trends and Insights: You have a keen eye for identifying patterns in user feedback, reviews, and messages, proactively sharing actionable insights to improve our processes.
- Manages Multiple Priorities: You juggle tasks like responding to DMs, replying to reviews, and handling Zendesk tickets with efficiency and a positive attitude.
- Delivers Exceptional User Experiences: You have a proven track record of delighting users, ideally with strong CSAT scores.
Compensation:
At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The hourly rate for this position is $20.20 per hour. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.
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