Social Support Coordinator

As a Social Support coordinator, you will be responsible for assisting existing and prospective customers on defined social media platforms to a high standard, both reactively and proactively. You will represent the company on social platforms, reinforcing our professional yet friendly approach and will build rapport with advocates and key communities. You will work closely with our UK-based Social Support Manager and global customer service team to hit our social KPIs and strive for improvements, looking for opportunities to innovate and broaden our reach.

Core responsibilities include

• Maintain a presence on defined social platforms, responding to customer queries in a timely, friendly, problem-solving manner
• Monitor and respond to Youtube comments on our brand videos
• Absorb customer trends and sentiment reporting back to Support Management and Marketing at regular intervals
• Facilitate online conversations with customers, inspiring brand advocacy
• Management of relationships with brand advocates
• Monitor and engage in brand related online conversations
• Report on online reviews and feedback from customers and fans

What we're looking for

• Knowledge and experience of key social platforms - Facebook, Instagram, X/Twitter, YouTube, TikTok
• Excellent communication and collaboration skills
• Friendly, calm, professional approach to customer engagement
• Experience dealing with customers
• A passion for audio and music
• Audio tech knowledge would be an advantage
• Experience with (or at least knowledge of) our family of products

Comprehensive Benefits include health insurance covered by Focusrite Group at 100% for employees and 75% for dependents, dental and vision insurance, life insurance, short—and long-term disability, 401K with employer match, 28 days PTO, Employee Assistance Program, Group Bonus Scheme, and generous staff discounts on company products and merchandise.

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity - ‘we make music easy to make'.

The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

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