Social Media Manager - Customer Support

Social Media Manager - Customer Support

We are searching for a self-motivated and dynamic individual to join our team as a Social Media Manager - Customer Support. In this role, you will play a pivotal role in delivering outstanding support to our global customer base through our primary social media channels. We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn. This position will work closely with the Zoom Social Media and Community team. The focus will be on ensuring rapid and effective responses to customer support conversations across various social media platforms. Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us.

Responsibilities

• Managing inbound customer support inquiries on our primary social media platforms, including LinkedIn, Facebook, X (Twitter), Instagram, TikTok, and other social channels or review websites.
• Delivering timely and accurate responses to customer support inquiries, addressing both technical and non-technical issues.
• Providing first contact resolution of customer issues, technical and tactical support for complex customer problems, as well as high-value projects and initiatives, following strict company policies.
• Assisting in creating new processes and tools aimed at expediting our support processes.
• Cultivating relationships with various organizations, including technical customer support and services, product development, sales, billing, training, DevOps, and more.
• Playing a key role in creating and validating processes for responding to customer inquiries.
• Working alongside the brand/marketing teams to support brand adoption through company events, creative marketing initiatives, partner programs, and other adoption programs.

What We're Looking For

• Have extensive experience in a customer-facing role, ideally supported customer inquiries in a technical environment.
• Have a genuine passion for social media, community, online forums, technology, and popular culture, along with an understanding of existing and emerging US cultural trends.
• Have previous experience with social media management tools such as Sprout, Khoros Care, Sprinklr, or related technology platforms.
• Have prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage.
• Have previous experience with customer support management tools such as Zendesk or ServiceNow.
• Have exceptional written communication skills in English.
• Have the ability to quickly adapt to a rapidly changing technology landscape.
• Be flexible to work during U.S. daytime and evening hours to support employees across multiple time zones.

Salary Range Or On Target Earnings:

Minimum: $97,600.00

Maximum: $225,700.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!