Community and Insights Associate  

The Community and Insights Analyst is excited about monitoring social media channels, through customer service support and ticket management by, responding to direct messages and comments, and documenting interactions. You're responsible for creating reports on these activities, moderating social media contests, and conducting online research to inform Account teams on the social media landscape and the latest trends.

Expected Outcomes:

First 90 Days (New Hires)

• Familiarize yourself with Hashtag Interactive's workflows and conduct social media monitoring, digital customer service support and ticket management, for two accounts independently.
• Serve as the Account Team’s Point of Contact for at least one account, managing social media monitoring and report requests.
• Prepare and release at least one social media report, coordinating with the production team and management.

Typical Expectations:

• Fully manage social media monitoring, digital customer service support and ticket management for at least two accounts with minimal supervision.
• Respond to direct messages and comments using digital channels and tools during specified hours.
• Ensure timely submission of reports and internal client communications for these accounts.
• Provide solutions to issues that may arise within the account.
• Be highly involved in the updating of the community management playbook of these accounts.

Work Experience Requirement:

• Minimum 2 years of experience in community management in the English language.
• Experience responding to comments, direct messages, and inquiries using various digital channels, including social media and email.
• Experience doing social media reports (digital metrics, observations, analysis)
• Experience in social media management for brands is preferred

Skills Requirement:

• Proficiency in SAP and FreshChat

Competencies:

Core Values

• Innovation
• Service-First
• Ownership
• Teamwork
• Work-Life Balance
• Diversity

Organizational Competencies

• Adaptability
• Analytical Skills
• Communication Skills
• Organization Skills
• Resourcefulness
• Strategic Thinking

Role Competencies

• Community Management
• Confidentiality
• Listening Skills
• Passion
• Patience
• Report Writing
• Research Skills