Project overview
ABOUT LIVEGLAM: LiveGlam inspires beauty enthusiasts by creating and curating monthly makeup products that work for them. We pride ourselves on keeping animals and your wallets happy. Founded in 2016 in the City of Angels, we are now a global team with a leadership group that’s predominantly female. From humble beginnings our #LiveGlamFam has grown significantly in 2 short years with 50+ team members, 2MM social media followers and 10MM+ products shipped. And our lipstick hasn't even started drying yet. BIG PICTURE: Our LiveGlam Community Associate plays a pivotal role in our success by being on the frontlines of our customer communications on social media and helping to resolve customer issues right away. The Community Associate manages all community feedback pertaining to our brand on social networks including Facebook, Twitter, Instagram, YouTube and more. The ideal candidate has exceptional written communication skills and knows how to tactfully communicate with our customers to make them feel appreciated and proud to be a part of our community. We’re looking for someone upbeat, dependable, positive and engaging! HOW YOU’LL SPEND YOUR TIME: Establishing and enforcing best practices in addressing customer issues that arise out of social media, surveys, and satisfaction ratings of customer service experiences Routinely monitoring all major social networks and any places where our community is interacting about our brand Liking, commenting and building relationships with our community Maintaining a Google Sheet that ensures all social platforms are routinely being monitored Continually seeking to improve customer happiness Working with our operations team to quickly resolve problems experienced by our customers Informing our department heads of larger issues that may require attention Recommending improvements based on community feedback to various other departments WHAT YOU HAVE: Bachelor’s degree preferred At least 3+ years of experience working in customer service At least 1+ years of experience working in social community management Exceptional written communication skills with keen attention to detail and excellence in written responses to customers Strong Minimum Proficiency in communicating and resolving a wide variety of customer issues in a professional and tactful manner and in training others to do so Proven ability to drive team performance and improve customer satisfaction Excellent leadership, organizational, and communication skills Experience in customer service programs including Zendesk or other ticket-based systems Excellent computer skills and proficiency using various e-commerce software programs as well as MS Word and MS Excel WHO OVERSEES YOU: The Community Associate will report directly to the Community Manager and will have regular interaction about all community-related processes. WHO YOU OVERSEE: The Community Associate does not currently oversee any other team members. WHERE IT ALL GOES DOWN: The Community Associate will work remotely, communicating with staff and leadership of the company via Skype and email. WHY YOU SHOULD JOIN US: We’ve kept our hiring bar really high - you will work with the best Our product is growing quickly, so you’ll get the opportunity to take on a lot of responsibility and grow a ton personally! WHEN WE’LL TALK ABOUT HOW AWESOME YOU ARE: No formal cover letters, please. Instead, include a few short paragraphs in your application explaining why you’d be a good fit for this particular position. Please also explain your experience with all social media platforms in order to be considered. Attach a resume