Social Media Monitoring Specialist

Join WebFX

WebFX is a full-funnel revenue marketing agency based in the US. We've been named a Best Place to Work and are a fast-growing company of more than 700 FXers, with talented team members in 6 US offices, 20+ US States, and now based around the globe.
We're looking for people to join our mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide. We're committed to driving business growth for our clients and are on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.
Why Choose WebFX?
We're proud to offer the same great culture and a comprehensive set of benefits to our team members no matter where in the world they're based. In addition to very competitive base pay, we also offer company profit-sharing, performance bonuses, and health insurance (including dental, vision, remote doctor, etc.). To aid in your success, we also provide world-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.), long-term career track opportunities, and ongoing learning bonuses (yes, you can get paid to learn!), along with numerous other benefits!
Some of the additional benefits our FXers enjoy include:
Long-term stability to all of our FXFamily members.
Support when you run into challenges.
Low turnover rates.
Work from home with a fully equipped in-home office setup.
Access to proprietary software/platforms and third-party tools.
Merit-based promotional structure.
Annual merit-based compensation increases.
Virtual professional development opportunities and team-building events.
Invitation to our annual FXFest.
Commitment to global giving.
A community that values all team members equally.
What You'll Get
World-Class Training and Ongoing Career Development
- Our "Bootcamp" training program is provided for all new WebFX "family members" to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.
- Training doesn't stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
Opportunities for Growth
WebFX has doubled in size over the past 5 years, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands.
What We're Looking For
Desired Education
A Bachelor's degree is preferred but not required.
General Knowledge
Fluent in English (written and verbal). Resume must be in English to be considered.
Customer service experience & proven interest in long-term customer service field/career.
Solid understanding of the internet and social media.
Qualities
Passion for delighting customers.
Likes to get things done.
Commitment to delivering high-quality and defect-free work to clients.
Ability to work well in a high-concurrency environment (many projects).
Capable of individual "deep work" as well as the ability to collaborate with a team to complete projects rapidly.
Strong time-management skills and can meet deadlines consistently.
Takes direction well, but also able to make decisions and take initiative.
Strong communication skills.
Ability to work independently.
Up-to-date on the latest web technologies.
Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated.
Enjoys solving problems.
Customer-centric mentality.
Experience
At least 1 year of experience in phone or online customer service.
What You'll Do
Responsibilities
- Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
- Monitor activity on a high volume of client social profiles 2-3x daily.
- Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
- Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
- Utilizing available data and research to answer audience comments and direct messages.
- Collaborating with account manager to address unique inquiries and situations if/when needed.
- Understanding and adopting brand voice to engage with audience and promote brand personality.
- Ability to independently seek out answers and perform research and analysis to determine the best approach and response.
- This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST).
- Requires reliable internet access.
Percentage Breakdown
60% providing social media customer care services
15% utilizing and updating customer service standard operating procedures & responses
15% actively monitoring and performing proactive outreaching on social networks
10% collaborating with account managers
Training
Our "Bootcamp" web marketing training program will be provided for new WebFX "family members."
Access to hundreds of online courses and training materials
Departmental trainings, trend watch reports, and monthly Lunch-and-Learns
What You'll Get
Opportunities for Growth
WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.
Longevity
WebFX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at WebFX within the social media customer service department.
No voluntary turnover in the last 4 years in our international remote team!
Compensation
Negotiable, based on experience
Annual merit-based increases
Working Hours
Asia (Philippines / Indonesia)
This position requires overlapping hours from 3:30 PM - 12:00 Midnight PH time, Monday - Friday.
Africa / Europe (Ghana, UK, Ireland, Kenya, etc)
This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday. The 40 hours of work doesn't include any lunch or breaks.
*** This excludes South Africa, where our in-office team follows a different schedule.
North America & South America
This position requires overlapping hours from 8:00 AM - 4:30 PM local time, Monday - Friday. The 40 hours of work doesn't include any lunch or breaks.
*** This excludes Guatemala, where our in-office team follows a different schedule.
Check out our culture on social media:
Instagram
Twitter
Facebook
Please submit a resume or CV (in English) to be considered for this opportunity.
*You don't need to apply more than once, even if you're interested in multiple positions - you can simply let us know! We consider all open roles when reviewing resumes and applications!
WebFX is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers. Our goal as an