Social Support Coordinator

Focusrite·Remote(El Segundo, El Segundo, California, United States)
Operations
Excel

WFA Digital Insight

The demand for skilled social media professionals has skyrocketed, with companies like Focusrite recognizing the importance of building strong online communities. As the remote job market continues to grow, roles that combine excellent communication skills with technical knowledge are highly sought after. With the global social media market projected to reach 4.4 billion users by 2027, companies are looking for professionals who can navigate this complex landscape. Focusrite, a leading music and audio group, is no exception, and this Social Support Coordinator role offers a unique opportunity to join a team that's passionate about music and customer satisfaction. Before applying, candidates should be aware of the importance of maintaining a professional online presence and the need for continuous learning in the ever-evolving social media space.

Job Description

About the Role

The Social Support Coordinator role at Focusrite is a key position that requires a unique blend of technical knowledge, excellent communication skills, and a passion for music. As a social media professional, you will be responsible for managing customer inquiries, building online communities, and maintaining a professional online presence. The role is based in El Segundo, California, and offers the opportunity to work remotely.

The Social Support Coordinator will work closely with the UK-based Social Support Manager and the global customer service team to achieve social media KPIs and identify areas for improvement. This is a full-time, exempt position that requires a high level of organization, attention to detail, and the ability to work independently.

Focusrite is a global music and audio group that develops and markets music technology products. The company's audio technology brands, including Focusrite, Novation, and ADAM Audio, are category leaders in the music-making industry. As a Social Support Coordinator, you will be an integral part of the team, ensuring that customers receive exceptional support and service.

What You Will Do

  • Respond to customer queries on social media in a timely, friendly, and problem-solving manner
  • Maintain a presence on defined social platforms, including Facebook, Instagram, X/Twitter, YouTube, and TikTok
  • Monitor and respond to YouTube comments on brand videos
  • Absorb customer trends and sentiment, reporting back to Support Management and Marketing at regular intervals
  • Facilitate online conversations with customers, inspiring brand advocacy
  • Manage relationships with brand advocates
  • Monitor and engage in brand-related online conversations
  • Report on online reviews and feedback from customers and fans
  • Collaborate with the global customer service team to achieve social media KPIs
  • Identify areas for improvement and implement changes to optimize social media support
  • Stay up-to-date with the latest social media trends and best practices

What We Are Looking For

  • Knowledge and experience of key social platforms, including Facebook, Instagram, X/Twitter, YouTube, and TikTok
  • Excellent communication and collaboration skills
  • Friendly, calm, and professional approach to customer engagement
  • Experience dealing with customers in a fast-paced environment
  • A passion for audio and music
  • Audio tech knowledge would be an advantage
  • Experience with (or at least knowledge of) our family of products
  • Ability to work independently and as part of a team
  • Strong organizational and time management skills
  • Ability to adapt to changing priorities and deadlines

Nice to Have

  • Experience with social media management tools
  • Knowledge of content creation and graphics design
  • Familiarity with customer service software
  • Experience working in a remote team environment
  • Certification in social media marketing or a related field

Benefits and Perks

  • Comprehensive health insurance covered by Focusrite Group at 100% for employees and 75% for dependents
  • Dental and vision insurance
  • Life insurance
  • Short- and long-term disability
  • 401K with employer match
  • 28 days PTO
  • Employee Assistance Program
  • Group Bonus Scheme
  • Generous staff discounts on company products and merchandise
  • Opportunity to work with a leading music and audio group
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities

How to Stand Out

  • When applying for this role, make sure to highlight your experience with social media management tools and customer service software.
  • Showcase your excellent communication and collaboration skills by providing specific examples of successful social media campaigns or customer interactions.
  • Demonstrate your passion for audio and music by sharing your personal experiences or interests in the field.
  • Be prepared to discuss your approach to maintaining a professional online presence and handling customer inquiries in a timely and friendly manner.
  • Research Focusrite's products and services to demonstrate your knowledge and enthusiasm for the company and its mission.
  • Emphasize your ability to work independently and as part of a team, and highlight your experience working in a remote team environment.

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