Associate, Social Media Listener

Ready to be a Titan?

The Associate Social Media Listener will serve as a key player in monitoring customer activity on our social media channels, engaging with current and prospective customers, reviewing customer sentiment and logging it with meticulous detail, working with teams across the company to problem-solve and respond to issues in a timely manner, and supporting a comprehensive customer experience.

Our Social Media team is seeking someone who has a strong passion for serving and understanding customers; who truly understands how customer success is tied to our brand success; and who can help us continue to build a robust customer experience, through social media, while having some fun along the way.

What you'll do:

• Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
• Provide timely, helpful responses to customer questions, appropriately route escalations, and surface insights about customer sentiment and trending topics.
• Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
• Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.
• Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
• Building brand personality and customer trust through regular one and two-way communications with our community.
• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience.
• Retain a high level of knowledge and familiarity with ServiceTitan's products, services, and the field services industries.
• Use community guidelines as needed to ensure a positive and safe environment in our social spaces.

What you'll need:

• 1-2 years experience with social media management and/or experience with Facebook groups
• 1-2 years experience with community management and/or customer support
• Strong written communication skills; friendly, professional, empathetic tone
• Detail-oriented with ability to multitask across multiple channels
• Customer-first mindset; genuinely enjoys helping people
• Comfortable with technology and learning new tools quickly
• Reliable and secure access to high-speed internet.
• Native level oral and written communication in English.

Preferred Qualifications:

• Familiarity with Salesforce or CRM systems
• B2B or SaaS industry experience

Be Human With Us:

Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

What We Offer:

When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work:Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits:Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.