About Care.com 

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.

As a Social Media Support Representative, you will monitor SiteJabber, TrustPilot, Twitter, Facebook, and other platforms to identify and respond to posts and reviews that require assistance from the Member Care Team. You will provide direction and support, ensure all members are addressed in a timely manner, and provide world-class service and assistance.

This is a full-time remote position with shift times that will likely change on a quarterly basis. Shift times will vary within the normal hours of business operations. Some shifts may include evenings and/or weekends, with opportunities for overtime.

What Your Days Will be Like:

• Assist with customer inquiries and escalations via Twitter, Facebook, Facebook Groups, and Instagram within our Social Media platforms

• Ensure maximum member satisfaction through precise, timely, and on-brand interactions across all platforms

• Identify product opportunities to improve the member experience and assist in preparing and delivering proactive messages to the member as appropriate

• Research and escalate problems and issues when appropriate, log bugs, troubleshoot technical problems, and direct members as necessary

• Provide feedback to management regarding changes and updates including upgrades, functionality, and member support issues

• Pinpoint emerging member trends in real-time to elevate as call-to-action/user-generated brand engagement opportunities

What You’ll Need to Succeed:

• 1+ years of experience in customer service or account management supporting a product/solution; social platform experience (Facebook, Facebook Groups, Instagram, Twitter, etc.)

• Ability to work remotely with reliable internet access

• Contemporary understanding of social media channels/reviews platforms and best practices, including, but not limited to Instagram, Facebook, Facebook Groups, Twitter, TrustPilot, SiteJabber, Better Business Bureau, etc.

• Experience in B2C social media marketing and understanding of the difference between professional and personal use is preferred

• Competency in SMMS and intelligence tools, Social Studio preferred

• Ability to research and provide a timely response to member issues

• Demonstrated comfort working with multiple tools simultaneously

• Demonstrated collaboration skills and excellent organizational and communication skills

• Ability to thrive in a dynamic, fast-paced, team-based environment

• Ability to flourish within a startup environment and adapt to change

For a list of our Perks + Benefits, click here!

**Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please reach out to [email protected].**

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Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).