Social Media Monitoring Specialist

About the role

WebFX is seeking a passionate Social Media Monitoring Specialist to join our dynamic customer service team based in Antigua, GT. In this role, you will own the critical function of safeguarding and enhancing our clients' online reputation across a wide array of social platforms. You will be the vigilant eyes and responsive voice for multiple business profiles, ensuring that every customer interaction reflects the high standards we set for ourselves. This position demands a proactive individual who thrives on identifying trends, addressing concerns, and turning potential negative experiences into positive brand advocacy. You will own the end-to-end process of monitoring, assessing, and responding to social media activity with precision and empathy. Ultimately, your work will directly contribute to building long-term trust and loyalty for our clients' brands within their respective communities.

Key facts

What you'll do

• Execute continuous surveillance of high-volume client social media profiles, conducting checks 1-3 times daily to ensure no engagement is missed.
• Master the use of native social network dashboards, including Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, and Pinterest, alongside any mandated third-party monitoring tools.
• Apply critical thinking and standard operating procedures to independently resolve online inquiries or escalate complex situations requiring additional support.
• Analyze available data and research to formulate accurate, helpful, and brand-aligned responses to audience comments and direct messages.
• Collaborate seamlessly with account managers to dissect unique client inquiries and develop strategic solutions that uphold business objectives.
• Absorb and authentically project the client's brand voice to foster genuine engagement and promote a distinct brand personality.
• Independently conduct research and perform in-depth analysis to identify the most effective approaches for handling diverse social media interactions.
• Maintain meticulous attention to detail to ensure all responses are accurate, professional, and free from errors before publication.
• Uphold strict adherence to established protocols while exercising sound judgment in fast-paced, high-concurrency environments.
• Support the department's operational goals by demonstrating strong time-management skills and consistently meeting daily deadlines.

Requirements

• Possess a Bachelor's degree, which is preferred although equivalent practical experience may be considered.
• Successfully pass pre-employment testing as a mandatory step in the hiring process.
• Demonstrate fluency in both written and verbal English, with a requirement that your resume is submitted in English for consideration.
• Bring prior customer service experience and a proven track record of interest in a long-term career within this field.
• Show a solid comprehension of internet fundamentals and the operational dynamics of social media platforms.
• Exhibit strong writing and grammatical skills, with the ability to logically present information and ideas with clarity.
• Maintain a keen eye for detail to ensure accuracy in all communications and monitoring activities.
• Ensure you have high-speed internet access and a smartphone capable of running WiFi and social media applications for business purposes.
• Embody a customer-centric mentality driven by a genuine passion for delivering exceptional service and delighting customers.
• Display a strong commitment to completing tasks and seeing initiatives through to successful completion.
• Demonstrate a dedication to delivering high-quality work that is defect-free and meets client expectations.
• Thrive in a high-concurrency environment where managing multiple projects simultaneously is the norm.
• Balance the ability to perform deep, focused work independently with the capacity to collaborate effectively within a team setting.
• Leverage strong time-management skills to prioritize tasks and consistently adhere to strict deadlines.
• Accept direction readily while also possessing the autonomy to make decisions and take initiative when necessary.
• Communicate effectively and professionally in all interactions, both written and verbal.
• Stay current with the latest web technologies and digital communication trends relevant to the role.
• Maintain a professional demeanor and a dependable work ethic that reinforces trust with colleagues and clients.
• Approach tasks with a detail-oriented mindset and a relentless dedication to quality in every output.
• Remain self-motivated and resourceful, proactively seeking solutions to challenges as they arise.
• Apply analytical skills as a problem solver to navigate complex social media issues efficiently.
• Accumulate at least 1 year of verifiable experience in social media monitoring, community management, or a related customer service capacity.
• Intend to pursue a long-term career in customer service, as this is a stable, full-time indefinite position within the social media customer service department.
• Maintain a record of no voluntary turnover from your international remote team over the last 4 years.

Practical notes

• This role requires a commitment of 40 hours per week during standard office hours, which span from 8 am to 6 pm EST.
• Reliable internet access is a non-negotiable requirement for successful performance in this position.