ID
#20012555
Job type
Full-time
Salary
TBD
Source
Square
Date
2021-09-21
Deadline
2021-11-20

Social Media Support Manager

Georgia, Atlanta, 30301

Full-time

Vacancy expired!

Job Description

We’re looking for an outstanding Social Response Lead to help continue the success and growth of our Social Support team.

As Cash App’s Social Response Lead, you’ll work within the Cash Customer Operations org to execute and improve Social strategy by leading our team of talented Social Response Specialists through the work of supporting customers via popular social media channels and app reviews. When things go wrong, you’ll also play a front-line role in organizing and executing on our incident response strategy to ensure proper communication to affected customers.

You will:

Be a strong, supportive people lead for our team ofSocial Response Specialists and drive strategy for the broader Social Support team. You’ll resolve escalations, set KPIs, refine processes, and provide regular coaching and feedback to help facilitate and further your direct reports’ career growth.
Ensure that customers who reach out to us on social media for help have the best experience possible. You’ll partner with our Customer Operations team to develop standards for measuring quality, and with our Product, Engineering, and Marketing & Brand teams to ensure our work is meeting their expectations.
Take an immediate, active role in our incident response strategy, and partner with Engineering, Legal, Social Media and Comms during an incident to ensure effective communication for affected customers.
Identify and communicate trends in social and app review data for all products, and partner with our Product Insights team to ensure trends are properly bubbled up to Product teams.
Further expand and improve on our social support strategy and channel coverage. You’ll identify what is and isn’t working, and make changes appropriately. Be ready and willing to experiment with new channels and strategies.

Qualifications

You have:

At least 3-5 years of full-time work experience in Social Media, Marketing, or similar, with at least 2+ years experience in managing a team of individual contributors
Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgement and professionalism at all times
Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice
A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers
Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed
A creative approach to problem solving, the ability to thrive in a fast-paced, rapidly changing environment, and a sense of humor (because, hi, it’s the internet)
Ability to remain calm under pressure and make decisions on the fly using data points and trends

Even better:

Knowledge of Cash App and prior experience in the FinTech industry
Experience with Sprinklr Social Media Management tools
Working knowledge of data collection & manipulation tools, including: Excel, Looker, Salesforce reporting, and SQL.

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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