Social Media Analyst

#Hiring #Social media support #financial services #crypto #social media platforms #Twitter #Facebook #Instagram #Reddit

Social media support analyst

Experience: 2+ Years

Interview Mode: F2F

Role and responsibilities:

Job Duties (What you'll be doing):

? Provide support for customers across social media and email by investigating, troubleshooting, and resolving issues

efficiently, utilizing all available resources to meet high standards.

? Act as a trusted advisor by listening and empathizing with customers, ensuring they feel valued, while accurately

tracking feedback to influence upstream solutions.

? Take ownership of issues, employing critical thinking to identify root causes and aim for first-contact resolution; log

defects appropriately when necessary.

? Identify opportunities to enhance customer value through education and proactive communication, setting clear

expectations.

? Set a high standard for Social Media Support Agents by exemplifying strong performance and work ethic.

? At least 1 year of experience providing customer support on social media platforms (Twitter, Facebook, Instagram, Reddit).

? Experience in compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.

Job Requirements (What we look for in you):

? Minimum of 2 years of relevant experience in customer support and/or financial services, crypto, or technology.

? Driven by Coinbase's mission to create a seamless support experience for a global customer base, with flexibility to

meet the evolving needs of a high-growth, fast-paced organization.

? Experience with various support channels, including messaging, email, and social media.

? Exceptional written and verbal communication skills to effectively engage with multiple departments and stakeholders

globally.

? Availability to work shifts and weekends, as well as to travel to the office as required.

? Bachelor's degree or equivalent.