Social Media Advocate

Job Overview
As a Social Media Customer Care Advocate, you will deliver outstanding support to our customers through social media platforms. You will serve as the primary contact for customers interacting with our brand on platforms such as Facebook, Instagram, LinkedIn, and X (formerly Twitter). This position requires excellent communication skills, meticulous attention to detail, and the capability to address customer inquiries promptly and professionally while upholding the brand's voice.

This position involves a combination of in-office and remote work.

What We Can Offer You
Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well‑being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some Additional Benefits We Offer Include

Merchandise discounts

Performance‑based incentives

Annual merit review

Employee Assistance Program with mental health counseling and legal/financial advice

What You Will Do

Respond to customer inquiries via social media direct messages promptly and professionally

Utilize the company's brand voice and tone to communicate effectively across all social media platforms

Efficiently resolve customer issues to ensure a positive customer experience

Monitor social media platforms for customer inquiries, feedback, and inappropriate content, ensuring prompt responses or removal actions as necessary

Remain knowledgeable about the company's products, services, policies, and updates to ensure accurate resolutions

Maintain awareness of current social media trends, tools, and innovations to improve service delivery

Collaborate with internal teams to elevate and resolve complex issues as needed

Provide feedback to the company on customer sentiment and recurring issues identified

Regular, dependable attendance and punctuality

Responsibilities may fluctuate due to business needs

Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need
Technical Skills: Proficient with Social Media, especially Excel and Outlook, and knowledgeable in digital merchandising tools.

Communication: Strong communication skills, both written and verbal, to facilitate open and continuous communication within the customer, team and across functional lines.

Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.

Problem‑Solving: Strong problem‑solving abilities to collect data, analyze situations, and propose effective solutions.

Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.

Self‑Motivation: Self‑motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.

Time Management: Ability to manage multiple priorities and consistently meeting deadlines in a dynamic work environment.

Who You Are
This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.

Essential Physical Requirements You Will Perform

This position requires talking, sitting and reaching with arms and hands.

Involves sitting and talking for at least two consecutive hours, lifting at least 10lbs., stooping, kneeling, and crouching

Reaching, including above eye level

Involves close vision, color vision, depth perception, and focus adjustment

Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment

Able to navigate multiple computer applications from a dual monitor setup

About Us
This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in‑style and on‑trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

This position may be eligible for performance‑based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.

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