The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

Summary

We’re looking for Social Media Coordinators to join our team and help us take social support at Twitter to the next level. You’ll embody Twitter’s brand and customer service voice to connect directly with people who need help. With a customer service mindset, you’ll be responsible for replying to people who need help using Twitter or finding resources that will help them improve their Twitter experience. You’ll work closely with our Social Media Managers to execute on-platform reply strategies, support social listening analytics, and help capture customer feedback.

You should be an enthusiastic Twitter and social media user, have experience in customer service, solid writing skills, and, of course, tons of enthusiasm for helping Twitter support its customers!

Responsibilities 

• Reply to Tweets to help people find the resources they need to use Twitter

• Assist investigation and reply to customers in bug/issue tracking efforts

• Be a customer “subject matter expert (SME)”, collecting feedback and being the voice of the customer 

• Support listening analytics by identifying listening topics

• Label Tweets in support of improving automated intelligence 

• Be a connection point between Social Media Managers who manage and oversee the support account and associated activities, and the CX Agents who provide 1:1 help for our customers. Share information across appropriate channels to improve internal and external learning resources like the Help Center and Knowledge Base.

• Be curious; seek answers, retain information, apply it to your work and share it with the team.

• Communicate fearlessly! Teamwork is the foundation of our work here. Open, concise, accurate and timely communication with your team is a must.

DETAILS

• 40 hr/week

• Weekend shifts

• Potential holiday shifts

QUALIFICATIONS

• 2-3+ years social media experience, preferably in a customer service environment 

• Experience working with social media tools, content management systems, CRM, task management systems, etc (Sprinklr, Service Cloud (salesforce.com), Slack, Jira a plus)

• Experience with social listening and analytics a plus

Desired skills:

• Excellent written and verbal communication skills, organizational skills, and stellar attention to detail

• Flexibility; open to changing priorities and managing multiple tasks simultaneously within compressed timeframes

• Creative thinking and problem-solving skills

• Active, passionate Twitter user with strong interest in social media and customer support

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All of your information will be kept confidential according to EEO guidelines.