Manager – CX Social Media

Bachelor’s degree.
2-4 years of experience in customer service, preferably building and growing successful customer service socials.
Strong understanding of social platforms, content types, and performance metrics.
High emotional intelligence and strong interpersonal skills.
Ownership mentality with bias for action in fast-paced environments.
Collaborative approach with proven ability to gain alignment across diverse stakeholders.
Excellent organizational and project management skills.

Develop a deep understanding of Bilt’s product and service offerings through customer training.
Monitor and respond to all customer inquiries across social media channels, ensuring timely resolution and exceptional service standards.
Develop a comprehensive response framework for common customer issues, maintaining brand voice and empathy.
Track customer sentiment metrics using social listening tools to identify trends and opportunities for service improvement.
Create and maintain an organized ticketing system to escalate complex customer issues to appropriate internal teams.
Build relationships with repeat customers and high-profile accounts to foster brand loyalty and positive word-of-mouth.
Develop clear internal guidelines for crisis communication and complaint management on social platforms.
Collaborate with product and service teams to gather accurate information for customer responses.
Maintain detailed documentation of customer interactions to inform future service strategies and training.
Create weekly reports highlighting customer feedback themes to share with leadership and relevant departments.

No preferred qualifications provided.