Online Community Manager and Customer Support - US Based

Who Are Socialbear?

We are a passionate team with a simple aim - to help our clients grow and have fun while doing so! We are 10 years old, and classed as a ?fast-growth? company in the UK & US - working with an enviable client list.

Socialbear is a global leader in Customer Service and Community Management, powering support for some of the world?s biggest brands. Human customer support built for the 21st century, available 24 hours, 365 days a year. We power customer service for industry leading brands, charities and government departments. Our goal is to continue transforming traditional contact centres, into cloud based community led initiatives. We firmly believe that Social Media, Live Chat and Email are the primary way customers engage with businesses online, the driving force that powers Socialbear.

What Is The Role? (Please note this is a role for a customer service agent in the United States)

In this role you will primarily be supporting a global haircut brand with there Online Customer Support.

Experience with Zendesk, Gorgias and Freshdesk would be advantageous but not essential.

This role is entirely remote on an initial freelance contractual basis. You will need access to a computer or laptop, compatible with the software we use, and a stable internet connection. Full training, support and software will be provided to successful candidates.

Hours of work:

16-28 hours per week remote-work from Monday to Sunday. This will be in 8 hour shifts.

Typical weekday shifts would be:

09.30 - 17.30 EST

Key Skills - Customer Service Agent
? Previous experience delivering Online Customer Support and Community Management
? Excellent written and verbal communication skills
? Some experience with Phone Support
? Superb time management
? Copywriting and proofreading
? High accuracy and attention to detail
? Responding to customers in a timely manner
? Use of Slack, Google Suite, Microsoft Teams and collaboration tools
? Passion for delivering excellent customer service

Roles & Responsibilities
? Managing and responding to Online Customer Service queries and inbound Social Media messages from our client accounts on a daily basis.
? Effectively responding to all Customer Support and Community Management tickets.
? Pro-actively escalating and spotting potential PR threats, and following support briefs.

What's On Offer
? Monthly invoice paid within 48 hours
? Standard hourly rate: from $14
? Fully remote working

Job Types: Full-time, Part-time

Pay: $14.00 per hour

Expected hours: 16 ? 28 per week

Schedule:
? 8 hour shift
? Day shift
? Monday to Friday
? Weekends as needed

Application Question(s):
? Are you based in the United States?

Experience:
? online customer support: 1 year (Required)

Work Location: Remote

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