Social Media Specialist (Social Media Management)

TL;DR

Social Media Specialist (Social Media Management): Creating and analyzing voice of customer reports from social listening data with an accent on real-time risk assessment and community moderation. Focus on managing complex escalated customer contacts through social media channels and problem-solving to maintain brand image.

Location: Remote, must reside only in the approved US states of FL, GA, ID, NC, TX, WA & MI.

Salary: $30.88–$39.79 per hour (Washington State, outside greater Seattle area)

Company

Rover is a mission-driven company connecting pet parents with loving pet sitters and dog walkers across the US, Canada, and Europe via its app and website.

What you will do

• Create Voice of Customer reports using social listening data and assess emerging trends.
• Synthesize and analyze risk for complex or high-visibility issues in real-time.
• Create risk profiles for corporate partnerships based on social media information.
• Moderate Rover-owned social media communities.
• Prioritize and multitask inbound customer contacts across email, social media, and messaging regarding escalations and inquiries.
• Problem-solve complex situations to maintain customer satisfaction and Rover’s brand image.

Requirements

• Ability to work evenings, weekends, and holidays.
• Must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI.
• 3+ years in a customer-facing role managing escalated customer interactions.
• 2+ years of customer-facing interactions involving social media or public communications.
• Experience managing Social Media Channels (Facebook, Instagram, TikTok, X, LinkedIn) for a brand with over 100,000 combined followers using tools like Sprinklr or Sprout Social.
• Strong verbal and written English communication skills.

Nice to have

• Experience using Rover as an owner or sitter.
• Experience working with CRM tools and/or ZenDesk.
• Experience working on social media focused projects or campaigns.

Culture & Benefits

• Competitive compensation and 401k match.
• 4 weeks PTO.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Doggy benefits, including $1000 toward adopting your first dog.
• Stocked fridges, coffee, treats, and free catered lunches semi-monthly.
• Regular team activities performed in-person and virtually.