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.
