Instacart

Care Social Media Specialist

Instacart

February 9, 2021

Atlanta, GA, US


OVERVIEW
The Instacart Care Social Media Team supports our customers, shoppers, retailers, and internal stakeholders through direct, scalable customer service best practices and technology. We are a service-oriented and analytics-driven team that works diligently to delight our community, improve performance, and scale through better automation, process, and product solutions.
The ideal candidate is someone who is passionate about delivering the best customer experience, is proficient using multiple social media channels, has a strong sense of empathy, and can help drive exceptional customer service by helping customers who reach out to Instacart through social media for assistance.
ABOUT THE JOB
  • Monitor and respond to customers, shoppers, and other stakeholders across social media channels in a timely manner
  • Monitor, track and report on feedback and online reviews
  • Drive brand awareness, positive brand sentiment, and brand loyalty through direct, online, engagement
  • Coordinate with Marketing, PR and Communications teams
  • Recognize and escalate high-profile customer, shopper and retailer issues
  • Elevate the brand by using social media support best practices
  • Identify opportunities and gaps in recommending proactive responses, shortcuts, and other social support content needs
  • Stay up to date with the latest social media best practices and technologies
  • Execute social media and communication campaigns
  • Provide engaging text, image and video content for all social media accounts
  • Build relationships with customers, shoppers, retailers, and industry professionals

ABOUT YOU
  • Associate or BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
  • 1+ years experience in Social Media customer service or brand messaging
  • Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
  • Demonstrated ability to write according to style, grammar, punctuation, voice, and tone standards
  • Understanding of customer support social media trends and best practices
  • Demonstrated proficiency in using Facebook, Twitter, Instagram, LinkedIn, YouTube, Excel, Google Analytics, and scheduling tools
  • Strong analytical, problem-solving skills and a passion for turning data into actionable insights
  • Bi-lingual: Spanish or French (bonus, but not required for the role)