compensation: competitive salary and benefits employment type: full-time
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Viome is a wellness as a service company that applies artificial intelligence and machine learning to biological data - e.g., microbiome, transcriptome and metabolome data - to provide personalized recommendations for healthy living. We are a small, fast growing, interdisciplinary team of passionate experts in biochemistry, microbiology, medicine, artificial intelligence and machine learning.
The Social Media Support Specialist provides member support globally in all primary social channels (LinkedIn, Facebook, Twitter, Instagram, etc), as well as various partner blogs and review sites. This role is also responsible for monitoring app reviews and mentions and offering proactive support to alert members in social channels to important changes and emerging issues. You will be Viome's voice on all social media channels, fielding questions and resolving issues from customers in real-time. As an active representative of Viome, you will strengthen our community by providing a helpful, effortless and trusted support experience.
This is a full-time position at Viome's offices in Los Alamos, NM.
-Utilize social listening tools to ensure we capture sentiment and specific comments about the brand, our products and services
-Deliver high quality, customer-centric responses to customers on Viome's social channels, including Facebook, Instagram, Twitter, LinkedIn and YouTube
-Monitor brand keywords, executive escalations, and social influencers for support opportunities
-Cross-departmental collaboration on social media promotions and anticipate social media responses from customers, affiliates and online influencers
-Track online trends and report insights and social analytics
-Understand the usage of latest social media platforms, tools, and services to provide recommendations for social support improvements
-Be Viome's voice on social media and other digital channels and exercise impeccable judgment as s Viome representative
-Proactively solve issues and foster trust with our customers
-Triage problems from our community and own issue resolution, escalating to designated team(s) when necessary
-Create a personalized, positive and effortless experience for the Viome community
-Work cross-functionally with Product, Marketing and other teams to ensure a cohesive voice of support
-Be a community advocate for Viome
Skills & Qualifications:
-Bachelor's degree in Business, Communication, Marketing, or related field
-2+ years of social media, support, sales, marketing, or communications experience
-Captivating copywriting skills and fastidious attention to detail
-Experience with social media communication and customer support tools, knowledge of Hootsuite a plus
-Experience helping customers with diverse backgrounds and varying comfort of technology
-Ability to quickly read and comprehend large amounts of information.
-Ability to work in a fast-paced environment with the flexibility to adapt to a changing landscape
-Startup hustle and tireless work ethic
-Ability to defuse tense situations with customers by expressing empathy through written communication
Viome is 100+ person start-up offering a successful commercial product that has generated high demand. With offices in California, New Mexico, New York and Washington, we are looking to hire team members capable of working in dynamic environments, who have a positive attitude and enjoy collaboration. If you have the skills and are excited about Viome's mission, we'd love to hear from you.
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