Position Overview & Specifications

We are a passionate team with a simple aim - to help our clients grow and have fun while doing so! We are 8 years old, and classed as a ‘fast-growth’ company in the UK - working with an enviable client list.

Socialbear is a global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands. Human customer support built for the 21st century, available 24 hours, 365 days a year. Our full stack service includes: agents, management, security, training, analytics and data. We power customer service for industry leading brands, charities and governments. Our goal is to continue transforming traditional contact centres, into cloud based community led initiatives. We firmly believe that Social Media, Live Chat and Email are the primary way customers engage with businesses online, the driving force that powers Socialbear.

This role is on an initial freelance contractual basis, with scope to continue working full time, following continued strong growth of the company.

Hours of work:

16-35 hours per week remote-work from Monday to Sunday.

To be successful in this role, you will need to have demonstrated strong writing, organisation and communication skills. Previous experience within customer service or communicating with brands online using a Social Media Management tool would be a great asset.

Key Skills - Customer Service Agent / Community Manager

Understanding of Social Media Management tools and how to undertake online customer service
Customer support
Excellent written and verbal communication skills
Superb time management
Copywriting and proofreading
Knowledge of Community Management for high profile clients (training provided)
Respond to customers in a timely manner
Use of Slack, Google Suite, Microsoft Teams and collaboration tools
Passion for delivering excellent customer service
Interest in moving into an Account Manager role in the future, to help us improve our customer service offerings to our extensive client list.

Roles & Responsibilities

Managing, briefing and coordinating customer service responses generated from our client accounts on a daily basis.
Reporting into Account Manager.
Manage the day-to-day Community Management or Customer Support
Effectively responding to all Community Management responses.
Time tracking and reporting on client social media account usage.
Pro-actively escalating and spotting potential PR threats, and following moderation briefs.
Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Manager.

What's on offer