• Accountable for resolving customer inquiries promptly and accurately through inbound calls, emails, or live chat.
• Recognize and address customer needs, providing guidance on utilizing specific features and functionalities within the social media platform.
• Conduct follow-up communication with customers to ensure resolution of their technical issues. Acquire and maintain expertise in social media products and community standards.
• Utilize market-specific knowledge, signals, and insights to identify and propose scalable solutions for enhancing user support.
• Identify workflow inefficiencies and propose remedies.
• Enforce adherence to social media Terms of Use by vigilantly monitoring and addressing reports of abuse on the platform. Collect, analyze, and leverage relevant data to devise strategies for enhancing the overall user experience.
• Identify emerging trends and patterns, escalating issues beyond company policy to the global team when necessary.