Seasonal Customer Support Representative

Job Description

Duties and Responsibilities

• Support the Brand Team in executing essential tasks to ensure marketing campaign success.
• Source user-generated content from Instagram DMs and other social media channels via tagged posts across all marketing channels.
• Collect photo assets and other user-generated content from our community for Meta shopping (supports both paid and organic channels).
• Assess partnership inquiries from social media channels and guide potential partners on appropriate next steps.
• Respond to and address inquiries generated by marketing efforts in social media channels.
• Resolve customer issues that arise within social media channels.
• Moderate and address all public comments (positive or negative) on Instagram, Facebook, Facebook Ads, Facebook Reviews, and Google Reviews.
• Notify the CX team of any customer issues raised on social media channels, tracking ticket numbers to ensure customers receive resolutions.
• Address pre-order questions via social channels to ensure customers have the necessary information to complete their orders.
• Assist customers with issues including website navigation, product questions, ordering and payment, and order tracking raised through social media.
• Attract and retain customers through timely, accurate, and friendly responses.
• Assist the Brand Team in various tasks to ensure a seamless customer experience.
• Track commonly asked questions to identify gaps in content needs.
• Remove discontinued products from Pinterest boards.
• Create and maintain UTM parameters used in Organic Channels across platforms.
• Assist in managing influencers through partnership systems in Asana and AspireIQ:
• Send product creation instructions and due dates once influencers accept terms.
• Update Asana with content posting dates and deliverables.
• Send reminder emails for overdue submissions.
• Conduct QA and review all projects to prevent pre-order errors.
• Track order numbers and package shipping statuses in Asana.
• Create, test, and send unique coupon codes and campaign UTMs to creators.
• Follow up with reminders if content is not submitted on time.
• Review content submissions to ensure:
• Adherence to agreed-upon themes or messaging.
• Inclusion of unique codes and specific product names.
• Appropriate representation of the brand.

Requirements

• Project management experience and proven ability to multitask.
• Demonstrated problem-solving skills
• Concierge-level customer relationship management skills and prior experience in a Customer Support or Concierge role
• Demonstrated exceptional skill set in both written and verbal communication
• Can successfully use the client Uprising brand voice when responding to the A|U community
• Knows how to use Asana for Project Management
• Experience using ecommerce platforms such as, Magento or Shopify
• Experience using tools such as Zendesk, Asana, Google Drive, AspireIQ

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.