Social Support Coordinator (US)

  • Focusrite
  • Nashville, TN, USA
  • Apr 22, 2021
Full time Customer Service Social Media

Job Description

Social Support Coordinator (US)
Full-time, Permanent
Based: Nashville
Salary: $37k

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 Senior Social Support Coordinator 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, Twitter, YouTube.
  • 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.

About Us

Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity. We want to create opportunities for everyone to enjoy making music, from musicians trying to capture their unique sound, to the professionals delivering the greatest shows on earth. The Focusrite Group has an illustrious history with four Queen's Awards for Enterprise among a host of other accolades. We comprise six successful and rapidly growing brands: Focusrite, Focusrite Pro, Martin Audio, ADAM Audio, Novation and Ampify Music. With a high-quality reputation and a rich heritage spanning over four decades, our brands continue to shape the music-making world.

Focusrite leads that world in audio interfacing technology – more musicians record through Focusrite than any other brand. The Focusrite Pro team are focussed on the complex needs of the audio professional for whom sound is not just a passion, but a way of life. Martin Audio have been uniting audiences for almost five decades with their awe-inspiring touring and installation loudspeaker systems. Based in Berlin, ADAM Audio are precision innovators in the field of professional monitoring and loudspeaker technology, made famous by their unique ART ribbon tweeter. Novation is obsessed with helping electronic music makers find new ways to produce and perform new music. Born out of that team and based in Tileyard, King's Cross, London, Ampify Music make innovative music-making apps that are highly accessible, yet extendable and deep.

Music technology is an enriching space to work in, and that's not about to change. We embrace its evolution, and that means remaining open to new ideas. We enjoy a Group-wide open-door culture, where we can all contribute and everyone is heard as we grow and develop, both as individuals and as a team. We encourage innovation and fresh-thinking and are passionate about the inspirational solutions we create. Behind our success is a tightly knitted, like-minded family of music and audio lovers. We're always pulling together to try and make a difference; our frequent appearance in 'The Sunday Times 100 Best Small Companies to Work For' is testament to this.

As an equal opportunity employer, we encourage people to apply regardless of religion, ethnic background, nationality, sexual orientation or gender identity. We recognise the diversity shortcomings of our industry and are committed to driving change. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.

Benefits include: company 401(k) plan, life insurance, healthcare, employee purchase scheme and share options, company making things easy days, lunch and learns – we’re all about innovation, fresh thinking and great, great products. We work hard, we’re professional and we select really, really talented people. We absolutely love our work. So if you think you can bring something new to the mix, we’ll be looking forward to hearing from you.

Focusrite is an equal opportunity employer