Senior Member Support Specialist - Social Media at WeightWatchers (Remote)

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WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.
Who we are
The role of the Senior Member Support Specialist is to directly engage with current and potential members to provide guidance, support, and motivation through Social Media channels and internal community message boards. Assisting members with program, membership, and technical inquiries.
What you will do
Customer Service:

  • Serve as a company ambassador, taking ownership of member issues and/or questions. Escalating issues to the appropriate team and ensures prompt follow up accordingly to provide full member resolution.
  • Deliver a "best-in-class" member support experience to drive satisfaction and brand loyalty
  • Establish rapport with members by creating a personalized experience through active listening to understand members' personal wellness and weight health goals to provide tailored recommendations and encouragement.
  • Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring member needs are fulfilled in a timely and satisfactory fashion.
  • Handle high stress interactions and situations and is able to de-escalate appropriately using empathy and ownership.
  • Have expert knowledge and understanding of WeightWatchers, including program, in-app experience, and studio offerings..
  • Troubleshoot and problem solve technical issues or concerns for members by providing solutions, recommendations, gathering of sensitive information, and/or detailed app information with a sense of urgency while using a positive and empathic approach at all times.
  • Be adaptable and willing to learn new tools, technologies, and program innovations.

Social Media/Community:

  • Follow brand voice guidelines when responding quickly and professionally to social channel engagements through our aggregated platform and organically (as needed) on Facebook, X, Instagram, YouTube, Tik Tok, and other platforms.
  • Fuel engagement on social media platforms by interacting with our community through positive and informative comments
  • Assist on all social media campaigns and initiatives, providing insight to member response through tagging and organic channel monitoring
  • Proactively identify social trends and/or sentiment shifts, escalating to proper stakeholders when needed
  • Complete thorough review of social media posts to ensure that all inappropriate content is removed in a timely manner
  • Serve as a brand expert, providing accurate and effective responses for paid ads to support new member enrollment
  • Moderate internal member community, Connect
    • Review and respond, when appropriate, to member posts and comments
    • Review all flagged content to ensure adherence of community guidelines, remove content as needed.
  • Alert stakeholders in situations where significant harm or distress is disclosed on social media or Connect community

Who you are

  • 5+ years of experience in a high-volume customer service position, or equivalent
    • 1+ years of professional experience within Social Media channels (Facebook, Instagram, X, TikTok)
  • Exceptional interpersonal, verbal and written communication skills
  • Thrive in a collaborative team environment, while also able to work independently
  • Possess a growth mentality, eager to adapt and be flexible in an ever-changing environment
  • Strong comprehension skills with the ability to recognize and resolve issues, while maintaining a consistent brand voice
  • Superior organizational, communication, and time management skills
  • Strong emotional intelligence and resilience
  • Proficiency in G-suite and/or Microsoft Office and other web-based applications
  • Ability to work a flexible schedule including evening, weekends and holidays
  • HS Diploma/GED equivalent

Preferred Qualifications

  • Proficient German and/or French language skills, both written and verbal
  • Proficiency in CXM platforms (Sprinklr, Conversocial, Hootsuite..)

This job description is not intended to be an exhaustive list of all duties or responsibilities associated with the job. Other job-related duties may be assigned.
At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • Vue.jsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • FigmaDesign
    • SketchDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • DrupalCMS
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • BrazeCRM
    • ZoomInfoCRM
    • SendGridEmail

What are WeightWatchers Perks + Benefits

WeightWatchers Benefits Overview

- Work from Wherever: WW’s Work From Wherever (#WfW) philosophy empowers our employees to shape when, where, and how they work best.
- Year-round Flex Fridays (not just Summer Fridays!)
- Generous Wellbeing Allowance to cover expenses across the pillars of Physical, Mental, Financial, & Social Wellness
- Friends & Family access to WW to inspire healthy habits in our community
- Complimentary memberships to ClassPass Digital and discounted rates for fitness goals, Sibly for resilience, Aura for digital security, One Medical for convenient care, & WW memberships for the most liveable wellness plan!
- 6 months paid parental leave at 100% salary for all eligible parents that can be taken non-consecutively after the first 3 months. Must be used within 18 months of the birth or placement of the child
- 6 weeks of recovery time for birthing parents, preceding the parental leave
- Paid leave for pregnancy loss under our bereavement policy
- Family planning support including infertility treatment and fertility preservation
- Adoption and Surrogacy assistance
- Complimentary Snoo Bassinet Rental
- Kunik, a virtual caregiver membership
- membership
- Child life insurance
- Family Medical Leave
- State Paid Family Leave

Volunteer in local community
WW Good is our initiative to ensure wellness resources are accessible to all communities because we believe that Healthy Living is a Human Right.
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Work from Wherever (#WfW), WW’s global work philosophy, embraces the future of work as human-centric by empowering its employees to shape when, where, and how they work best.
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
WW offers a generous wellbeing allowance to cover expenses across the pillars of Physical, Mental, Financial, & Social Wellness, One Medical for convenient care, & memberships to ClassPass Digital.
Team workouts
Mental health benefits
Work from Wherever, Year-round Flex Fridays, generous Wellbeing Allowance, access to Sibly, a talk therapy provider, financial wellbeing workshops, and Aura for digital security.
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
WW supports working parents by offering memberships with Kunik, a virtual caregiver membership,, and provides discounts to programs that will help your children's development.
Generous parental leave
- 6 mos. paid parental leave at 100% salary for all eligible parents that can be taken non-consecutively after the first 3 mos., 6 weeks of recovery time for birthing parents, preceding parental leave
Family medical leave
Adoption Assistance
WW provides employees with adoption and surrogacy assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Professional Development Benefits
Tuition reimbursement
Promote from within
Continuing education stipend
Online course subscriptions available
Customized development tracks

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