CX Associate Social Media

As a CX Associate Social Media at Wellhub, your main responsibilities will include managing social media inquiries, engaging with users to address their needs, monitoring trends for potential brand opportunities, collecting user feedback, and creating strategic reports for internal stakeholders. You’ll also play a vital role in developing a cohesive social media strategy that enhances brand relevance and growth.

To qualify as a CX Associate Social Media at Wellhub, you should have at least 2 years of experience in a similar role, familiarity with various social media platforms including Instagram and Twitter, and strong analytical skills. Knowledge of Google Workspace tools is also essential. Additionally, being fluent in English and having intermediate Spanish language skills are advantageous.

At Wellhub, growth opportunities for a CX Associate Social Media are abundant. The company is committed to personal and career progression, providing you with the support needed to develop your skills while playing a pivotal role in enhancing customer experience through innovative social media strategies.

Wellhub places significant emphasis on employee wellbeing, exemplified through comprehensive benefits including access to wellness resources, a minimum of 25 days PTO, and a healthy work-life balance. As a CX Associate Social Media, you’ll not only contribute to creating a culture of wellbeing but also benefit personally from Wellhub’s commitment to health and wellness.

Social media experience is crucial for the CX Associate Social Media position at Wellhub because it ensures you can effectively engage with our community, manage brand reputation online, and address customer needs in a timely and impactful manner. Your expertise will help us enhance our social connection and support our growth as a wellness platform.

When asked about your experience with social media management, it's important to highlight specific platforms you've worked with, the strategies you implemented, and measurable outcomes. For example, mention campaigns that increased engagement or improved customer feedback, showcasing your ability to contribute positively to Wellhub's social media presence.

To effectively answer, detail your approach to managing negative comments. Discuss the importance of responding promptly, empathizing with the user, and taking the conversation offline if necessary. Highlight any experience where you turned a negative experience into a positive outcome, aligning it with Wellhub’s commitment to wellbeing.

In your response, mention specific social media monitoring tools you're familiar with, such as Hootsuite or Sprout Social. Discuss how you leverage these tools to track brand mentions, analyze engagement metrics, and gain insights into customer sentiment, essential for the CX Associate Social Media role at Wellhub.

A good way to approach this question is to explain your systematic prioritization process. Mention the importance of assessing the urgency and impact of each inquiry, responding promptly to critical issues, and keeping a balance between engagement and available resources for the best customer experience.

When answering this, share a specific campaign, outlining your objectives, the strategies you employed, and the results. Include metrics such as engagement rates or follower growth, demonstrating how these outcomes contributed to the company's goals, like those at Wellhub.

Articulate your understanding of Wellhub’s mission and values, and how these should reflect in the social media tone. Discuss the balance required between professionalism and approachability, which should resonate with users seeking wellness support.

Explain your methods for staying current with social media trends—whether through industry blogs, webinars, podcasts, or networking within the field. Emphasize your commitment to continuous learning, which is vital for ensuring that Wellhub's social media strategy remains relevant and innovative.

Describe the key performance indicators (KPIs) you use to measure social media success, such as engagement rates, response times, or customer satisfaction levels. Emphasize how these metrics inform strategies for Wellhub’s social media presence.

Here, you should reflect on Wellhub’s mission of promoting wellbeing. Share personal reasons why this resonates with you, perhaps mentioning your passion for wellness and how you feel this aligns with your professional skills in social media.

To answer this effectively, share your approach to cross-departmental communication and teamwork. Mention the importance of regular check-ins, shared goals, and aligning on strategy to ensure that social media efforts support the wider objectives of Wellhub.