Social Care Specialist

TL;DR

Social Care Specialist: Leading the social-first customer care strategy and managing enterprise social media tools to deliver exceptional client experiences. Focus on designing workflows for regulatory compliance, integrating social data with CRM systems, and driving continuous improvement in customer care initiatives.

Location: Must be based in Canada with current work authorization. The role follows a hybrid schedule with office presence required in Toronto (483 Bay Street) until late 2026, transitioning to Mississauga (3 Robert Speck Parkway) thereafter.

Salary: $73,000 – $90,000 CAD

Company

A leading financial services firm dedicated to helping Canadian investors build better financial futures through trusted investment portfolios and innovative service solutions.

What you will do

• Lead the social-first customer care strategy and development program.
• Manage the implementation and daily operations of Sprinklr and related social media monitoring tools.
• Design workflows to track social conversations for regulatory and compliance requirements.
• Collaborate with IS, Analytics, and Marketing teams to integrate social dataflows with enterprise systems.
• Engage directly with customers across social channels to build trust and resolve inquiries.
• Partner with Community Managers to translate customer insights into content and service opportunities.

Requirements

• University degree in Business, Marketing, Communications, or Data Analytics.
• 3+ years of professional experience, including 2+ years in social media customer care.
• Hands-on expertise with social media management tools, configuration, and API integrations.
• Current work authorization for Canada is required.
• Experience operating within regulated environments with high attention to detail.
• Strong technical fluency in social media workflows, tagging frameworks, and analytics.

Culture & Benefits

• Flexible working arrangements including remote, hybrid, and in-office options.
• Comprehensive health benefits starting on day one with 100% employer-paid premiums.
• Company-funded RRSP contribution after 6 months with no employee matching required.
• Parental leave top-up to 100% of salary for 25 weeks.
• $650 home office equipment allowance and tuition reimbursement programs.
• Generous time-off policy including 2 paid volunteer days annually.