Hiring Social Media Expert

We are looking for Social Media Expert who can bring in-depth knowledge of social media marketing best practices and a proven track-record of managing, optimizing, and growing organic and paid campaigns with a focus on delivering business goals. The ideal candidate must have 3+ years of experience and strong critical thinking, analysis and organizing skills with a demonstrated ability to collaborate in a fast-paced, team-oriented environment.

As a Social Media Expert, you will be responsible for supporting our brand presence and voice on social media (Facebook, Twitter, Instagram, and TikTok) and digital platforms, including mobile app reviews, such as Google Play and Apple iOS.

Qualifications

• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms
• Interact with internal stakeholders and customers through unscripted, natural, and transparent written communication
• Use exceptional soft skills to acknowledge and empathize with customers during every interaction
• Decipher customer concerns to find the root cause of the problem and utilize all available resources to provide 100% accurate responses
• Translate voice of the customer feedback into tangible and meaningful data that will have a significant impact for the business and provide insights about agents, company products, and customers
• Compile data and work cross-functionally with internal stakeholders regarding emerging issues, customer concerns, product defects, and enhancement opportunities, and close communication loops with the community
• Collaborate effectively with internal and external partners to bring ideas to market
• Determine appropriate action plans for high touch and sensitive issues on social media, including seeking the execution of response plans for controversial topics
• Showcase impeccable management and organizational skills to handle numerous projects across multiple channels
• Identify key opportunities and provide feedback to continuously improve processes and workflows
• Manage the overall quality of all the social and digital channels
• Consistently meet defined quality and productivity goals and metrics
• Support the team by exercising business acumen to protect and represent the Intuit brand, and to resolve customer issues
• Continuously participate within a team setting to execute tasks and share best practices, including social and digital insights
• Be a team player within a high performing team and maintain an advanced level of engagement with a focus on customer success

Responsibilities

• Customer service experience
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition
• Meticulous attention to detail and great reading comprehension
• Proven ability to articulate written responses precisely and accurately
• Strong problem solving, investigative, and critical thinking skills
• Typing proficiency and solid grasp of technological, computer-based practices and software, such as operating systems and internet browsers
• Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite
• Ability to adapt quickly to ever-changing situations and proactively develop solutions
• Established work ethic and capable of taking personal accountability for accuracy and high-quality outputs
• Working knowledge and understanding of social media platforms and etiquette
• Understanding of community principles and how to engage with a broad user base
• Experience interacting with influential users on social media and online communities
• Strong online community, forum, membership group, or social experience in a personal or professional setting a plus
• Ability to multitask and decipher content from different media avenues (Instant Messenger, Email, FAQs) to communicate information to a third party
• Familiar with the nuances of online interactions
• Capable of demonstrating integrity to core team values with minimal supervision
• Tax-related expertise preferred but not required
• Fluent in English – Bilingual preferred but not required