Customer Experience Manager, Social Media at Known (Remote)

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Manager, Customer Experience Manager, Social Media

Known is a modern marketing company engineered for the unprecedented opportunities and challenges facing marketers today. We are about 500 people strong, pairing PhD data scientists with award-winning creatives, strategists, engineers, and expert research teams to produce some of the most innovative and cutting-edge creative work in culture. We believe that when creative truly collaborates with science, strategy, and technology, incredible things can happen. 

We have a unique opportunity as we are looking to hire for a variety of different roles to join our team and be “embedded” with our news and non-fiction streaming service client. What does that actually mean? You get to be both a Knowner and our client! It is preferred this position be based in the Los Angeles market but we will consider a remote scenario so long as the person will be able to work PST business hours. Additionally, this can be either a full-time salaried position or a long-term freelance opportunity.

The Nuts and Bolts: Customer Experience Manager, Social Media

The Customer Experience Manager, Social Media is an integral part of our clients’ Growth Marketing team. In this role, you will mentor our frontline associates, work with partners across the CX team, and help build a smart and authentic customer experience on Twitter, Facebook, Instagram, and other organic and paid social channels. 

 

The Daily

  • Actively monitor our social channels, including Twitter, Facebook, Instagram, YouTube, and more to ensure we’re meeting the needs of our community
  • Engage in positive and genuine conversation, including about CX-related issues, handle escalated conversations in a timely manner, and guide potentially sensitive scenarios 
  • Actively mentor and empower our frontline social team to ensure we’re consistently exceeding customer expectations
  • Collaborate across CX teams to investigate and track technical issues, monitor ongoing issues, and ensure resolutions for customers
  • Maintain subject matter expertise on our core products and services
  • Work closely with Sr. Manager, Customer Experience—Social Media to identify opportunities to build new processes, establish best practices, and continuously improve our community support operations. 
  • Maintain our commitment to journalistic integrity across all our profiles 

The Essentials

  • 3+ years experience in customer support on social media channels and/or community management, preferably in media, technology, or SVOD product
  • Experience with customer support and/or community management tools (i.e., Sprinklr, Salesforce, Zendesk, CRM tools)
  • Exceptional writing skills, with a demonstrated aptitude for social writing
  • Technical familiarity with consumer streaming devices, and aptitude to break down technical concepts to a non-technical audience. Able, willing, and driven to master new concepts
  • Ability to adapt voice/tone and represent our brand in a positive, empathetic, and professional way
  • Passion for engaging with our media focused community and drive to continuously improve customer experience
  • Ability to occasionally adapt to flexible scheduling needs of a social media team, including some weekends 

Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class.

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Technology we use

  • Engineering
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An Insider's view of Known

What’s the vibe like in the office?

People don't rest on their laurels. Everyone strives to help get the job done regardless of seniority. It's a big, collaborative effort and everyone's happy to help.

Romesh

Director, Data Science

What kinds of technical challenges do you and your team face?

We hire generalists that are capable of working in a distributed architecture, establishing data pipelines, writing command-line utilities, and working on user interfaces. We use these tools to solve big problems specific to the client's domain across several verticals; TV, Non-profit, e-commerce, programmatic advertising, etc.

Lewis

Director, Engineering

How has your career grown since starting at the company?

While working at Known, I have been given the opportunity to grow my career from execution of analytics to contributing directly to the direction and development of my team.

Olivia

Director, Data Science

What is your vision for the company?

Many of the most exciting businesses in the world count on us to know their consumers better than anyone and make their brands known in the most compelling ways imaginable. Known is setting a new standard for modern marketing through the marriage of art, science, and technology, working together to drive unparalleled business and cultural impact.

Ross

President

How do you empower your team to be more creative?

Creativity is the lifeblood of Known, and always has been, in every area of our business – from our award-winning studio to our breakthrough research innovations to our groundbreaking new approaches to media science. We cultivate creativity through time and space for inspiration and imagination in all we do.

Ross

President

What are Known Perks + Benefits

Known Benefits Overview

At Known we recognize the company’s ultimate success depends on our talented and dedicated teams. Our goal is to provide top notch benefits for our employees, their families, and their best furry friends. We want to create an environment where our employees can bring the best versions of themselves in and out of the office -- whether virtual or IRL.

Our perks are ingrained in our DNA and values. We offer unlimited PTO and truly encourage employees to disconnect and reset by taking time off. Don’t believe us? We give each employee a $1,000 vacation bonus to spend on PTO each year. Plus, for annual work anniversaries, we’ll honor employee contributions to Known with a $500 Amex gift card. We know employees have many causes and organizations they care about, so we provide a yearly $500 charity donation to one of your choice.

We firmly stand by collaboration and creating an inclusive, equitable environment. One way in which we do so is through Knownfest, a company-wide retreat offering a fun shared experience for dialogue, team-bonding, learning, and more.

Culture
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Lunch and learns
Promote from within

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