Social Media Engagement Specialist (Remote-US)

Roadie, a UPS Company, is a crowdsourced delivery platform. Founded in 2014, Roadie works with consumers, small businesses and enterprises across virtually every industry to enable scheduled, same day and urgent delivery in passenger vehicles across the U.S. With more than 200,000 drivers nationwide, Roadie reaches more than 20,000 zip codes – the largest local same-day delivery network in the nation. 

The Social Media Engagement Specialist sits within the Customer Experience organization and is responsible for coordinating Roadie’s social media activity and moderating public feedback across our owned social media channels, as well as third-party platforms such as Google, GooglePlay, App Store, Yelp, YouTube, NextDoor, etc. The ideal candidate will have a proficient background in social media customer service, excellent communication skills, an ability to work under pressure and plenty of emotional intelligence to understand and meet the needs of the Roadie community online.  

What You'll Do 

• Represent the voice of Roadie on social media channels, engaging in public forums, responding to comments, and replying to private messages 
• Serve as the admin of the Roadie Driver Facebook Group by moderating the conversation and weighing in on topics of keen interest to our driver community, especially when they relate to new features or key aspects of service
• Develop trust and rapport with our drivers and senders by moving public conversations to private spaces when necessary, and collaborating interdepartmentally when investigating complicated issues to deliver a holistic solution 
• Proactively deescalate heightened situations by reinforcing empathy and support with a willingness to solve for the issue
• Improve brand awareness by creatively encouraging customers to publish ratings and reviews after positive experiences on the Roadie platform; Partner with Product and Support when necessary
• Identify areas of opportunity and success by analyzing brand sentiment, trending topics, and user conversations
• Stay up to date with the latest social media best practices, technologies, and industry trends  
• Escalate critical, risk related, and highly visible concerns on social media to appropriate parties for immediate action 

What You Bring

• 2+ years of experience in customer support related roles
• Bachelors degree, preferred 
• Excellent customer service skills and strong sense of empathy
• Strong written communication skills with demonstrated ability to write according to grammar, punctuation and voice standards 
• An eye for details and strong proofreading ability
• Proficient experience in social media platforms including Facebook, Twitter, Instagram, LinkedIn, etc. 
• An ability to work independently while managing multiple priorities, and with an availability to respond to social media emergencies when needed 
• Proficiency in Spanish a plus! 

Why Roadie?

• Competitive compensation packages 
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 
• Flexible work schedule with unlimited PTO 
• Monthly 3-day weekends
• Monthly WFH stipend 
• The technology you need to get the job done