This temporary role supports OfferUp, and you will be employed through a partner agency. This role is not an employee of OfferUp and, therefore, will not be eligible for OfferUp benefits.
Pay: $27.00/hour
Part-time: 32 hours per week
Schedule: Monday- Thursday: 8 am – 5 pm Pacific Time.
About the role:
To help us serve our growing community of OfferUp users, we’re seeking a passionate Social Care Specialist. In this role, you will be the voice of OfferUp on social media platforms, providing exceptional support to our users and followers. Guided by your empathy and professionalism, you will engage with the customer comments and questions that reach us through our social profiles, resolve customer challenges, and join conversations about our brand as they happen. Most importantly, through your care and expertise in each social channel, you will help us show people across the social landscape that OfferUp is responsive, informative, engaging, and here to help.
This is a contract role that reports to the Sr. Manager of Customer Support.
Here’s more of what you will get to do:
- Customer Support: Respond promptly and helpfully to customer comments across our most active social media and review platforms (Facebook, X, Reddit, Instagram, TikTok, and Google Play Store). This includes responding to customer inquiries, addressing complaints, and providing information about products or services.
- Community Engagement: Foster positive relationships with our users by engaging with them in a friendly, professional manner; ensure their concerns are heard and addressed.
- Issue Resolution: Identify, troubleshoot, and resolve customer issues efficiently, escalating complex cases to the appropriate teams when necessary.
- Feedback Collection: Gather and report user feedback to help improve OfferUp’s products and services and contribute to a better overall user experience.
- Content Creation: Collaborate with the marketing team to create and share helpful content, FAQs, and tips to address common user questions and issues, always in the voice of the OfferUp brand.
- Brand Advocacy: In all interactions, represent OfferUp’s values, personality, and mission; promote a safe, trusted, and enjoyable marketplace for all users.
- Monitoring: Monitor social media channels for trends, potential issues, and opportunities to enhance customer satisfaction and brand reputation.
You’ll thrive in this role if you have:
- Experience: 2-5 years of experience in social media customer service, community management, or a related role.
- Communication Skills: Strong written and verbal communication skills with an exemplary ability to convey information clearly and empathetically.
- Social Media Fluency: In-depth knowledge of social care best practices and social media platforms in general—including the norms, rules, and limitations.
- Problem-Solving: Strategic thinker with the ability to manage conversations deftly and handle challenging, sometimes fast-moving situations with logic and grace.
- Customer Focus: Passion for providing excellent customer service—your genuine desire to help others shines through your words and work.
- Team Player: Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.
- Tech-Savvy: Comfortable using social media management tools, CRM software, and other relevant technologies.
Apply now