Social Media Support Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Social Media Support Specialist is responsible for managing and enhancing a company's online presence across various social media platforms. This role involves monitoring social media channels, responding to customer inquiries, and engaging with the audience to foster community relations. Additionally, the specialist analyzes social media metrics to track performance and identify opportunities for engagement improvements. They collaborate with marketing and customer service teams to create cohesive strategies that reflect the brand voice and support business goals, ensuring a positive online experience for customers and followers.

- Bachelor's degree in Marketing, Communications, Business, or related field.
- Proven experience in a social media support or customer service role.
- Strong understanding of various social media platforms, including Facebook, Twitter, Instagram, LinkedIn, and others.
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment.
- Proficiency in using social media management tools (e.g., Hootsuite, Sprout Social) and CRM software.
- Experience with social media analytics and reporting tools.
- Strong problem-solving skills and the ability to think creatively.
- Attention to detail and high level of accuracy.
- Ability to maintain a professional and positive tone in all communications.
- Good understanding of brand voice and guidelines.
- Ability to work independently as well as part of a team.
- Knowledge of customer service principles and practices.
- Familiarity with content creation and basic graphic design is a plus.
- Strong organizational skills and the ability to manage time effectively.
- Flexibility to work irregular hours, including evenings and weekends, as required.
- Passion for social media and staying updated with current industry trends.

- Respond to customer inquiries and issues across designated social media platforms.
- Monitor social media channels for brand mentions, trends, and potential issues.
- Communicate with customers promptly while following company guidelines and tone.
- Document and escalate unresolved issues to appropriate internal teams.
- Track and report on social media engagement metrics and customer feedback.
- Collaborate with the marketing team to ensure consistent messaging.
- Create and maintain a library of responses for common customer inquiries.
- Participate in team meetings to discuss strategies and ongoing issues.
- Stay updated with social media best practices, tools, and trends.
- Draft and schedule proactive social media posts for community engagement.
- Log all customer interactions accurately in the CRM system.
- Provide customer insights to product development and marketing teams.
- Maintain up-to-date knowledge of company products, services, and promotions.
- Manage and moderate community groups or forums related to the brand.

The ideal candidate for the Social Media Support Specialist role will have a Bachelor's degree in Marketing, Communications, Business, or a related field, coupled with proven experience in social media support or customer service. They will possess a strong understanding of various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn, and be proficient in using social media management tools like Hootsuite or Sprout Social along with CRM systems. Excellent written and verbal communication skills are paramount, enabling them to manage customer interactions with a professional and positive tone, adhering to the company's brand voice and guidelines. With exceptional problem-solving skills, creativity, and a high level of attention to detail, the candidate will efficiently handle multiple tasks in a fast-paced environment. They will exhibit strong empathy, patience, and interpersonal skills, building rapport with customers while addressing their concerns effectively. The candidate will be highly adaptable, maintaining composure under pressure, and demonstrate a passion for customer service and social media engagement. Enthusiastic about staying updated with current industry trends, the ideal individual will possess organizational prowess, the ability to manage time effectively, and a self-motivated, proactive approach to tasks. Strong collaborative abilities, reliability, commitment to continuous learning and professional development, and a high standard of integrity and ethical behavior in managing customer interactions will set this candidate apart for this role.

- Respond to customer inquiries and issues on social media platforms such as Facebook, Twitter, Instagram, and LinkedIn.
- Monitor social media channels for trends, mentions, and potential issues related to the company's brand.
- Communicate effectively with customers in a timely manner while adhering to company guidelines and tone of voice.
- Document and escalate unresolved issues to appropriate internal departments for further investigation and resolution.
- Track and report on social media engagement metrics, customer feedback, and key performance indicators.
- Collaborate with the marketing team to ensure cohesive messaging across all social media platforms.
- Assist in creating and maintaining a library of responses to common customer inquiries.
- Participate in team meetings to discuss ongoing issues, upcoming campaigns, and overall social media strategies.
- Keep up-to-date with social media best practices, tools, and trends to continually improve support processes.
- Assist in drafting and scheduling proactive social media posts to inform and engage the community.
- Ensure all customer interactions are logged and updated accurately in the company's CRM system.
- Provide feedback to product development and marketing teams based on customer insights gathered from social media engagements.
- Stay informed about company products, services, and promotions to provide accurate information to customers.
- Manage and moderate community groups or forums associated with the company's brand.

- Strong empathy and patience when dealing with customer inquiries.
- Excellent problem-solving abilities to address customer concerns effectively.
- High level of adaptability and the ability to stay calm under pressure.
- Strong interpersonal skills and the ability to build rapport with customers.
- Attention to detail to ensure accuracy in responses and logging interactions.
- Genuine passion for customer service and social media engagement.
- Creative thinker with the ability to generate engaging content.
- Positive and professional attitude in all communications.
- Reliable and able to manage time effectively.
- Self-motivated with a proactive approach to tasks.
- Strong ability to work collaboratively within a team and independently when needed.
- Keen interest in staying informed about social media trends and best practices.
- Excellent organizational skills to manage and prioritize multiple tasks efficiently.
- Demonstrated commitment to continuous learning and professional development.
- Strong integrity and ethical approach to managing customer interactions.

- Competitive salary range based on experience and qualifications
- Comprehensive healthcare coverage including medical, dental, and vision insurance
- Paid time off (PTO) and paid holidays
- Flexible working hours and remote work options
- Professional development opportunities and reimbursement for relevant courses and certifications
- Employee assistance programs (EAP) for mental health and wellness support
- 401(k) retirement plan with company match
- Performance-based bonuses and incentives
- Work-life balance initiatives including wellness programs and activities
- Regular team-building events and company outings
- Access to the latest social media tools and technologies
- Opportunities for career growth and advancement within the company
- Supportive and inclusive work environment
- Discounted products and services
- Free access to online learning platforms for continuous education
- Convenient and modern office facilities with amenities if working on-site