СШАCommunity Engagement Specialist
1 нед. назад
СШАOnsite
social media managementcustomer support systemscommunity management
Frontline community engagement and customer support specialist for electric mobility digital communities.
О компании
- We’re ALSO, an electric mobility company originally conceived as a part of Rivian. We’re a passionate team of builders, dreamers, doers and innovators, focused on creating entirely new (not to mention, innovative and delightful) vertically integrated, small EVs designed to meet the global mobility challenges of today and tomorrow. Our mission is to inspire everyone to ride ALSO—replacing many local car, truck and SUV miles with ones on vehicles that are more affordable, more enjoyable and 10-50x more efficient.
- The Community Engagement Specialist is the frontline voice of ALSO across our digital communities. You will engage directly with riders and prospective customers across social platforms, providing helpful support, answering questions, resolving issues, and ensuring every interaction reflects the ALSO experience.
- This role combines public-facing community management with customer support operations. You will respond to customer questions and concerns directly within social channels whenever possible, while also managing support cases through our customer support systems. You will monitor conversations across the internet to identify emerging issues, customer sentiment, and product feedback, escalating important insights to Customer Success, Product, Engineering, and Marketing teams.
- The ideal candidate is empathetic, technically curious, highly organized, and comfortable moving between a public Reddit conversation, an Instagram DM, and a detailed customer support case.
Условия
- Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options.
- One Medical membership and dedicated insurance advocates.
- Rich fertility and family building benefits with Progyny.
- Flexible time off.
- 401(k) match.
Другое
- Manage customer support interactions across ALSO’s primary support channels, including email, voice, chat, and social media, ensuring customers receive timely, accurate, and thoughtful responses.
- Own customer inquiries from initial contact through resolution, helping riders with order updates, delivery questions, product information, account needs, and general ownership support.
- Troubleshoot customer issues by leveraging internal resources, product documentation, and cross-functional partners to identify solutions and deliver a seamless customer experience.
- Maintain accurate customer records, case notes, and follow-up workflows using tools such as Gorgias, Shopify, Jira, and Slack.
- Identify recurring customer questions, pain points, and operational challenges, and share insights with internal teams to improve processes, documentation, and the overall rider experience.
- Own the customer experience across ALSO’s social channels, including Instagram, TikTok, YouTube, Reddit, and more. Serve as a trusted point of contact for riders and prospective customers by providing timely, helpful, and authentic support wherever conversations happen.
- Build and maintain a welcoming, engaged community by fostering conversations, celebrating rider experiences, and ensuring interactions reflect ALSO’s brand values and customer-first approach.
- Monitor social conversations, customer sentiment, and community trends to identify customer needs, emerging concerns, and opportunities to improve the rider experience.
- Escalate high-priority customer issues, product concerns, and potential reputational risks to the appropriate internal teams, ensuring timely awareness and resolution.
- Experience: 1–3 years of experience in customer success, customer support, community management, social media, or digital support. Experience with e-mobility, automotive, consumer technology, hardware products, or premium direct-to-consumer brands is a plus.
- Social Fluency: Strong understanding of online communities and social platforms, including Instagram, TikTok, YouTube, X, Bluesky, Reddit, and emerging channels. Comfortable engaging with customers, managing conversations, and understanding the dynamics of digital communities.
- Communication Mastery: Exceptional written communication skills with the ability to explain complex policies, product information, and troubleshooting steps in a clear, concise, and customer-friendly way.
- Technical Aptitude: Comfortable learning and navigating customer support, social media, and commerce tools such as Gorgias, Shopify, Jira, Confluence, Sprout Social, BrandWatch, and Slack.
- Operational Agility: Extreme comfort wearing multiple hats. You can seamlessly switch gears from writing a witty public reply on Instagram to resolving a complex customer order invoice via email.
- Schedule Flexibility: Ability to work from our Seattle office, with occasional flexibility required to support seasonal volume shifts or high-demand weekend community windows.
- The salary for this position ranges from $25 - $27 per h our depending on experience and qualifications. This would be a hybrid work model based out of Seattle, WA (Fremont District).
- We’re passionate about helping the world find a better way to get there—wherever it is you’re headed.
- We’re located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation and retail spaces.
- Together we’re working hands-on to imagine, design and build an entirely new solution to a global set of transportation challenges.