Digital CX Brand Specialist
Who We Are
Since opening our doors in 2001, Clearlink has been committed to growth and opportunity. We value a people-first mentality by providing our employees with resources and flexibility to live their best lives. Our people build brands that help our users and customers make decisions that improve their lives. We cultivate an environment that helps each Clearlinker excel in the ever-changing digital marketing and tech industry. Our team of Clearlinkers are highly driven, inquisitive, diverse, empathetic, and exceptionally passionate individuals. We create a culture of belonging and inclusion, and invite everyone to Act as an Owner – to speak up, share ideas, and safely bring their whole selves to work.
Whether you're applying for a position at Clearlink, The Penny Hoarder, Portent, or any of our other brands; we are all a part of the “One Clearlink” mission.
Perks Just For You
- Medical/Vision/Dental - Low cost competitive health coverage options with employer paid counseling services available for you and your family.
- 401(k) Matching - Start investing in your future after only 2 months of employment, employer matching starts at ~3%.
- Lifestyle Spending Account - Employer paid spending account to use toward physical, financial, and emotional well-being expenses.
- Flexible Time Off - Competitive time off balances. Accrued on a weekly basis (we’re paid weekly too!)
- Learning and Growth Opportunities - We have tuition reimbursement plans and a dedicated Learning and Development team.
- Paid Parental Leave - Employees can benefit from 2 weeks paid parental leave during their first year, and up to 6 weeks following one year of employment.
- Legacy Awards - Whether it’s a cash bonus or additional time off, each year you remain with Clearlink we celebrate your anniversary with a fun reward.
Job Responsibilities
Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and critical issue procedures, during designated support business hours. Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role. Proactively research, locate, surface, and potentially engage in timely and brand-appropriate sharable user-generated content (UGC) to recommend for repost across client-owned social channels. Support and expand proactive social listening to: Find opportunities to create more personalized, near real-time customer- influenced engagement replies and content. Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities. Locate and support “newsjacking” opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation encouragement. Track consumer response to GTM roll-outs and driven insights as requested. Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes. Provide accurate and relevant feedback on internal processes and tools to internal departments (including team lead, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team.
Job Requirements
Fluent in reading, writing, and speaking English. Excellent grasp of grammar, punctuation, and spelling nuances of the English language. Excellent written and verbal communication skills, comprehension skills and thorough attention to detail. 1-3 years of experience leading social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications. High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self- service content, and e-mail. Understand the difference between as well as using social media on behalf of a company as opposed to personal use. Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms highly desirable. 1-3 years customer service experience or experience working in a related industry also preferred. At least 1-2 years of experience with Google Suite Programs and MS Office programs. Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services. Strong organizational and time management skills. True ownership mentality with resilience and resolve to follow-through. Typing speed of 40 words per minute is desirable. High school diploma required.
#LI-REMOTE
Why Work For Us
We care deeply about the wellbeing of our people which is why we strive to build and cultivate an environment where everyone can make an impact, no matter their area of expertise. As Clearlinkers, we value the meaning of community and we celebrate our diversity through our Employee Resource Groups. Our ever-expanding reach means we’re always finding more ways to help people make better decisions that improve their everyday lives, which is why we need you.
At Clearlink, we believe everyone is a part; no one is apart. As an equal opportunity employer, we reject discrimination and bias through frequent diversity trainings, forward thinking and inclusive hiring processes, and company-wide activities to celebrate our workforce and community. We know that the best workforce is a diverse workforce.