**Experienced Social Media Customer Service Specialist – Remote Opportunity at blithequark**

Are you passionate about delivering exceptional customer experiences through social media? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at blithequark as a Social Media Customer Service Specialist. As a key member of our customer service team, you will be responsible for managing our social media presence, responding to customer inquiries, and fostering a positive community engagement. **About blithequark** At blithequark, we are a leading global company that places people and specialty coffee at the heart of what we do. As a certified B Corporation, we are committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other. Our growth-minded spirit drives us to set new standards in global coffee culture, and we are always looking for talented individuals who share our passion for quality, sustainability, diversity, and inclusion. **Job Description** As a Social Media Customer Service Specialist at blithequark, you will be responsible for managing our social media presence across various platforms, including Facebook, Instagram, and X. Your primary focus will be on providing exceptional customer service through live chat, ratings and reviews interactions, and community engagement. You will be the face and voice of our brand, responding to customer inquiries, and fostering a positive community engagement. **Responsibilities** * Utilize tools like Sprinklr, Live Chat/email platform to engage with the community, share insights and observations, track and report on customer responses, customer sentiment, trending topics, and common conversations that arise. * Summarize insights and conversations and work with the Community Manager to create actionable, operational reports that lead to optimization and efficiency in performance. * Monitor comments and manage engagement of complaints in a quick and timely manner with the ability to identify trends, detect potential influencers, and proactively spot warning signs/potential crises. * Crisis Management: flag any critical issues for customers and blithequark to the Community Manager and appropriate internal teams for immediate guidance and resolution. * Respond to comments and conversations, when appropriate, in order to foster positive engagement and add value to the customer member's experience. * Write fresh, engaging content on a daily basis, know the communities on each platform, understand channel-specific nuances, and act as the face and voice of the brand through engagement. * Ensure customer satisfaction on Social Media platforms through quality of engagement and escalate situations where appropriate, to internal teams and stakeholders. * Knowledge and understanding of Customer Service Procedures and internal Protocols and Policies; create and develop new protocols when needed and as advised by Management. * Demonstrate brand expertise on products and services as well as a rich understanding of key activations, product launches, and Marketing-related activities recognizing the impact these may have on volume. * Embrace brand guidelines when required; act as a brand advocate through quality of engagement. **Requirements** * Bachelor's degree required. * 2 or more years of professional work experience managing social media and ratings/reviews for customer care engagement for a brand or within a Customer Contact Center required. * Demonstrated proficiency in both MS Office (Word/Excel/Outlook/PowerPoint) and Social Media platforms (including Facebook, Instagram, X – formerly Twitter, Yelp, and Ratings/Reviews) is required. * Must have excellent communication (oral and written), presentation, time management, and stakeholder management skills (including the ability to develop and maintain strong, cross-functional relationships). * Must be highly organized, possess strong planning skills, and able to work under pressure to meet tight deadlines with minimal supervision. * Must have open availability including weekdays and weekends to manage after-hours community management coverage for special events or crisis management scenarios (as needed). **What We Offer** * Competitive salary range: $65,000 to $80,000 * Performance-based incentives * Comprehensive total rewards package, including: + 401(k) with a company match + Healthcare coverage + A broad range of other benefits * Opportunities for career growth and professional development * Collaborative and inclusive work environment * Flexible work arrangements, including remote work options **Why Join Us?** At blithequark, we are committed to creating a workplace that is inclusive, diverse, and equitable. We believe that our differences are our strengths, and we strive to create an environment where everyone feels valued, respected, and empowered to contribute their best work. If you share our values and are passionate about delivering exceptional customer experiences, we invite you to join our team. **How to Apply** If you are a motivated and customer-focused individual who is passionate about social media and customer care engagement, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. If you require an accommodation in order to apply for this position, please contact us at [insert contact information]. 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