Smarcomms is expanding, and we’re searching for a Senior Customer Support Representative who deeply understands the complexities of social media marketing. We need someone who can navigate client anxieties with a unique attention to detail and nuance.
This position is for US business hours only, Monday through Friday.
As our Senior Customer Support Representative, you will be the face of our company, interacting with clients daily and ensuring their success. Your deep knowledge of the social media marketing industry will be essential in addressing client concerns, particularly regarding the time it takes to see results. You’ll need to communicate effectively that social media marketing is a journey, not an overnight solution, and educate clients about our services and processes.
To excel in this role, you should have a superior command of tools like Stripe, Service Provider Pro (SPP), CloudCampaign, and Intercom. Familiarity with similar tools like billing management software, ZenDesk, , Hootsuite, and/or Buffer is a must. You’ll use these tools to streamline processes, automate tasks, and provide exceptional support to our clients.
You’ll also need to navigate complex situations like white-labeling, working with affiliates, and managing challenging customers. Your ability to remain calm, think critically, and find effective solutions will be essential in these scenarios.
Your primary goal will be to drive client satisfaction, as measured by our Net Promoter Score (NPS). You’ll need to balance sincere empathy with a clear understanding of our business guidelines. As a team player, you’ll mentor your colleagues, share your knowledge, and continuously seek ways to improve our support processes.
In this role, you’ll need to demonstrate a superior command of setting priorities and focusing on what’s important. We value quality while maintaining quantity. You should be able to effectively manage your time and resources to deliver the best possible results for our clients.
Part of providing exceptional customer support involves helping clients with technical issues related to our tools and platforms, assisting with social media profile connections, content changes, and working closely with our internal teams to enhance the client experience.
Your problem-solving skills, emotional intelligence, and ability to be kind yet decisive will be key to your success.
We’re looking for a proactive individual who is always seeking opportunities to optimize processes and resources. You should be comfortable taking the initiative to identify areas for improvement and implement solutions that drive efficiency and effectiveness.
Your commitment to continuous improvement will be crucial in helping us scale our operations and deliver even better results for our clients.
To be considered for this role, you should have a minimum of 5 years of experience in high-volume customer support, including at least 2 years of hands-on experience specifically in the field of social media marketing.
Additional requirements of this position are a superior command of written and spoken English, great people skills, a keen eye for detail, and a knack for balancing empathy with adherence to business guidelines.
Together, we’ll set a new standard of excellence in service excellence. At Smarcomms, we believe in growing talent from within.
This role offers significant potential for advancement.
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Company: AAMP Agency
Name: Henry Earle A’Hern
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