Job Description

About Upstairs
Led by premier industry experts, Upstairs aims to become SEA's top custodial NFT marketplace where user experience is weighed as top priority and curation is limited to only reputed and exclusive listings. In this Web3.0 era, the NFT market is set to grow expansively, with SEA users contributing at least 43%. A centralized platform is essential to keep renowned creators protected and prioritised, simultaneously enhancing mass adoption.
High growth potential of NFTs and SEA - NFT market is barely 1% of the entire digital asset ecosystem with SE Asia contributing 43% of the global growth potential
Key strengths:
Jenga - Expertise and networks in Blockchain and NFT space
Spacechain - Expansive support for Blockchain technology
2MR Labs - Robust team support and strategic partnerships with popular IPs
Strategic partners: China, Philippines, Indonesia, Thailand
:
As a Community and Customer Service Manager (CM), you will work closely with the marketing team to create engaging social media and communication campaigns to align with marketing strategies. If you have excellent people skills, experience with social media, and event organisation, we'd like to meet you!
The CM is the brand ambassador of the company, managing all community communications to boost brand awareness and engage the online community.
Job Responsibilities:
Community Management
Monitor and report on social media campaigns (online feedback and reviews) to optimise community engagement levels
Analyse web traffic from the online community using Key Performance Indicators (KPIs)
Develop a community management strategy, editorial calendar, and provide engaging texts, images and video content for social media accounts
Be updated on the latest industry-related developments to connect with audiences, and to address any comments, queries, or any issues that may arise
Build productive relationships, both internally and externally (e.g. journalists, PR agencies, etc.), to be a reliable brand ambassador
Organise and participate in events to build community and boost brand awareness, as well as to find new opportunities to push brand image and products
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Customer Service
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Processing orders, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Managing a team of junior customer service representatives.
Ensure customer satisfaction and provide professional customer support.
Handle high volume live chat and other online tools
Manage complaints pertaining to compliance matters
provide proper solutions and options within the time limits
Able to work on weekend and night shifts.
Skills and Qualifications:
Prior experiences within community and social media management
Ability to fluently speak and write Chinese and English will be a plus
Excellent event management skills to handle multiple responsibilities in an organised manner
Excellent writing and communication skills to develop creative and original social media content for the community
Strong interpersonal skills to build relationships with and influence stakeholders
Knowledge of Search Engine Optimization (SEO), web metrics and online marketing channels
Proficient in Microsoft Office, photo and video editing, and marketing analytic tools
Degree in Marketing or any related fields would be a plus
Working hours
9:00am-6:00pm
The 3-6 months will be a probation period for observation and getting to know the company operations better. Suitable candidates will be offered full-time positions afterwards.
Job Types
: Full-time
Salary:
Competitive
Base:
Singapore