Job Description

Zoom is growing at an explosive pace by every measure - revenue, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom!
We’re looking for a team player who is passionate about delivering the best customer experience to our community, is proficient in using multiple social media channels, has a strong sense of empathy, and can help drive an exceptional community experience to customers who reach out to Zoom through social media.
Responsibilities:
Community Support

• Deliver timely and accurate responses to customer inquiries and provide first contact resolution of customer issues via Facebook, Twitter, LinkedIn, Instagram and other social channels or review websites.
• Provide technical and tactical support for complex customer problems, as well as high-value projects and initiatives, following strict company policies. Assist in creating new processes and tools aimed at expediting our support processes.
• Monitor and participate in social/online events to build community and boost brand awareness. (i.e. Zoomtopia, Youtube Lives...)
• Coordinate with Marketing, PR and Communications teams to ensure brand consistency.
• Train counterparts and ensure quality

Social Media Strategy

• Assist Sr. Social Media Community Managers on additional campaigns/initiatives/strategy opportunities

Community Insights

• Actively track and report on customer insights and identify trends or threats to the customer experience or our brands, including online reviews.
• Locate and support marketing opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration.

Requirements:

• At least 3 years of experience in social media support/community management for a high visibility brand
• Fluent in English
• Strong written communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
• Passion for social media, technology, and popular culture, with an understanding of existing and emerging US cultural trends
• Previous experience with social media management tools such as Sprinklr, Sprout, Khoros, etc. or other related technology platforms highly desirable
• Previous experience with customer support management tools such as Zendesk highly desirable
• Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services
• Strong organizational and time management skills
• True ownership mindset with resilience and resolve to follow-through
• Must work well individually and in a team environment
• Bachelor’s degree or equivalent experience

Additional Details:

• Status: Full time employment
• Work Frequency: 40 hrs/wk, overtime as needed
• Hours: USA timezone

KMC Work Location: ARMSTRONG Location: Makati City, Metro Manila Date Posted: 2022-07-19 Hiring Organization: KMC Solutions | XTN-AA81456 Career Category: Marketing (Digital/Traditional)