Social Media Support Manager

OpenSea is the first and largest marketplace forย , or NFTs. Applications for NFTs include collectibles, gaming items, domain names, digital art, and many other items backed by a blockchain. OpenSea is an open, inclusive web3 platform, where individuals can come to explore NFTs and connect with each other to purchase and sell NFTs. At OpenSea, we're excited about building a platform that supports a brand new economy based on true digital ownership and are proud to be recognized as ranked top private company.When hiring candidates, we look for signals that a candidate will thrive in our culture, where we default to trust, embrace feedback, grow rapidly, and love our work. We also know how critical it is to celebrate and support our differences. Employing a team rich in diverse thoughts, experiences and opinions enables our employees, our product and our community to flourish. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. To help facilitate this, we support remote, hybrid or onsite work at either New York City, San Francisco or the Silicon Valley for the majority of our opportunities.As a Social Media Support Manager specializing in Customer Experience, you'll help field customer contacts from various social media platforms and represent OpenSea as you interact directly with our customers to resolve support issues. You will work with an exceptionally driven, customer-obsessed team. You will act as an evangelist in the leading edge of this growing industry. A passion for social media and customer service is essential for success in this role. You should have excellent written and verbal communication skills and be able to easily build rapport with customers.

What You'll Do

    • Address customer concerns, complaints, and questions via Twitter, Reddit, and other emerging social channels by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service
    • Recognize risk and the public nature of the social support contacts, investigate and respond to complex customer complaints across social platforms, and work cross-functionally to reach a win-win solution for all parties
    • Actively track customer pain points to identify possible solutions and communicate with leadership to provide requested examples or other information to assist in the timely resolution of issues
    • Identify trends as well as proactively spot warning signs/potential crises
    • Develop processes to categorize and tag all social media posts in order to share trends and learnings with the broader organization
    • Demonstrate brand expertise on products and services, and embrace brand guidelines when required; you will act as a brand advocate through quality of engagement
    • If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone who is excited to join the team.

Desired Skills

    • 1-2+ years of customer support experience
    • Experience developing customer experience content at scale, preferably at a technology organization known for superior content experiences
    • Strong interpersonal skills and ability to build relationships with cross-functional stakeholders
    • Fluency with Twitter management and analytics
    • Exceptional attention to detail, outstanding time management, communication and organization skills
    • Ability to remain calm and effective under pressure
    • Experience using Zendesk

Nice to Have

    • Familiarity with the NFT/crypto space, either professionally or personally