Note: The job is a remote job and is open to candidates in USA. The Fountain Group is seeking a Social Media Coordinator to engage with consumers across various social media platforms. The role involves monitoring social conversations, responding to inquiries, and enhancing customer experience through personalized interactions.
Responsibilities
- Serve as a Digital Beauty Advisor across social media platforms by engaging with consumers and followers in a timely and thoughtful manner across TikTok, Instagram, Facebook, and Twitter/X
- Support digital customer care channels by responding to consumer questions, comments, reviews, and product-related inquiries
- Provide personalized, brand-aligned responses that clearly address consumer needs and enhance the overall customer experience
- Monitor social conversations, identify emerging trends, and provide recommendations based on consumer feedback and online engagement
- Escalate critical customer complaints and sensitive issues to internal Brand and Customer Care teams for resolution
- Follow established brand guidelines, FAQs, and communication strategies for product launches and key social moments
- Attend brand trainings, care meetings, and work sessions to stay current on social media strategies and best practices
- Track and maintain social media performance metrics, including response rates, response times, customer satisfaction, and sentiment scores
- Utilize social media management tools such as Sprinklr to monitor engagement, track KPIs, and manage consumer interactions
- Document product feedback and issues in CRM systems to support product improvement initiatives
- Maintain accurate customer records and ensure data integrity across required systems
- Identify opportunities to improve customer care processes, policies, and overall consumer experience
Skills
- 1+ years of experience in community management, social media engagement, digital customer care, customer service, or consumer communications
- Experience managing consumer interactions across TikTok, Instagram, Facebook, and Twitter/X
- Strong written communication skills with the ability to create clear, professional, and personalized customer responses
- Experience with social media monitoring tools, CRM platforms, or customer engagement technology
- Strong understanding of social media trends, digital communities, and consumer behavior
- Ability to analyze consumer feedback and translate insights into actionable recommendations
- Strong attention to detail with the ability to manage multiple conversations and priorities in a fast-paced environment
- Familiarity with Sprinklr or similar platforms (Sprout Social, Khoros, Hootsuite, Brandwatch, etc.)
- Experience supporting beauty, cosmetics, skincare, retail, fashion, luxury, or CPG brands is a plus
Benefits
- Flexible schedule required, including occasional weekends based on business needs
Company Overview
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