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Social Media Community Specialist

Marketing | Austin, TX | Full Time

Job Description

At Wondercide, we’re driven by a Fierce Love® for families. We wake up every day inspired by our mission to protect families of every kind, everywhere from pests with safe, effective solutions. We work with Mother Nature to deliver products that promote well-being. We do this so families can live long, happy, and healthy lives together. We believe in doing whatever it takes to protect those we love…and that when you know better, you do better.

Our promise to our customers: they’ll never have to go it alone. We’re in this together and we’ll be there to support each step of the way. That’s where you come in!

We’re looking for a talented Social Media Community Specialist to support our customers. Wondercide is a small (under 50 employees), but fast-growing business with plenty of opportunities for impact and personal growth. We’re looking for someone who can help take the team to the next level. This role is right for you if:

  • You love pets as much as people 

  • You’re passionate about purpose-driven brands and want to change the world for the better.

  • You want to work with a team that shares and cares like a family.

  • Social listening is your jam.

  • Helping others gives you purpose.

  • You know how important customer trust is and how valuable keeping customers is to the business.

  • You love getting and sharing gifs with your co-workers.

Role and purpose within the organization:

As a Social Media Community Specialist, you will be responsible for social listening and moderating in all owned channels, including Wondercide.com, Amazon, Facebook, Instagram, Twitter, Pinterest, YouTube, Google, LinkedIn. A big part of your job will be identifying brand, industry, and social trends. You will:

  • Immerse yourself in the Wondercide brand and become a brand-voice expert.

  • Lead as a brand steward and advocate. Care for the company’s reputation and customers’ affinity.

  • Own customer support by acknowledging, answering questions, and helping them find success with Wondercide. 

  • Support customers in cross-platform tasks such as placing orders or finding tracking information.

  • Collect and share examples of customer happiness with the greater Wondercide team. 

  • Collect and share examples of top customer insights, questions, and requests.

  • Swiftly identify and escalate topics that require attention by managers or other departments.

  • Work closely with and support the Marketing Coordinator to facilitate social campaigns and giveaways, identify content opportunities, and achieve brand goals.

  • Engage with (comment, like) and amplify (share) content from brand advocates and promoters.

  • Support the customer service (Customer Love) team as needed throughout customer touchpoints, including phone, chat, and email.

  • Support other teams as needed.

  • Identify brand-growth opportunities by keeping up with social media and brand trends, gathering inspiration from a variety of sources, and pulling metrics.

Requirements:

  • Bachelor's Degree in Marketing, Communications, Business, or in a field you can convince us has given you transferable skills.

  • 2+ years of experience in social media marketing, public relations, or an equivalent combination experience.

  • Experience in customer support in the online space

  • Proven success in community management for a brand (1+ year)

  • Must have a passion for our mission.

  • Must be ready to multitask, help out across the entire company, and take on new challenges. We all chip in everywhere we are needed, and this position is no different.

  • Must be willing to provide support at events (once the world does those kinds of things again)

  • Some night/weekend work is a-OK with you. You know that social media (and our customers) never seem to sleep.

Knowledge, skills, and abilities:

  • Self-motivated and resourceful. You see a need and find a solution.

  • Ability to remain calm, cool, and collected

  • Ability to diffuse tense situations and turn around customer sentiment 

  • Optimistic, caring nature and a well-developed ability to empathize

  • Excellent writing and communication skills

  • Ability to identify and tell stories that resonate with the appropriate audiences

  • Highly organized and able to prioritize

  • Detail-oriented

  • Strong project management skills

  • Solid understanding of marketing functions and social media platforms (technologies)

  • Familiarity with social listening and community management tools

Bonus if you:

  • Have CPG experience

  • Are knowledgeable about natural products and the pet industry

  • Are a pro with social platforms, including Instagram, Facebook, Pinterest, Twitter, and LinkedIn

  • Are proficient with G Suite

  • Have experience with Wrike

  • Are experienced with customer-support platforms like HelpScout and Amazon Seller Central

  • Are experienced in order support in Shopify and ShipStation

What’s in it for you?

  • We mentioned changing the world, right? Need more? You got it!

  • Work with a dream team that will support you and help you succeed.

  • Good pay and benefits including low healthcare premiums, 100% of vision and dental covered, paid volunteer time off, extended maternity and paternity leave.

  • Performance bonus program.

  • Company-wide Thankful Thursdays and Fun Fridays. Yup, we do them virtually nowadays.

  • Fun swag and free Wondercide.

  • Three weeks of vacation days available to you when you start. No having to accrue days.

  • Paid holiday and sick leave

 

If you’re interested in joining the Wondercide Pack, apply today!

This position is based in Austin, TX at the Wondercide headquarters. Remote work may be required or granted depending on regulations in place and the type of work being done.

Wondercide is committed to Diversity and Inclusion. We are an Equal Opportunity/Affirmative Action Employer. We encourage all interested and qualified candidates to apply to this position.