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Social Media Customer Support Manager

Social Media Customer Support Manager

 
Okta is looking for a proven Social Media Customer Support leader to expand our support offerings at Okta. This individual would be responsible for launching Okta’s Social Media Customer Support program, facilitating customer bi-directional support experiences on such social networks as Twitter, Facebook, and eCommerce review sites such as Apple iTunes and Google Play. This individual will be responsible for all public Customer Support interactions that take place on Social Media across the world-wide web.
 
Role Responsibilities:
  • Drive strategy and vision for current and future social media customer care program, positioning Okta as the leader in Social Media Support.
  • Adapt Social Support Processes and Procedures to the ever-evolving Social Media landscape.
  • Collaborate with Social Media Marketing and Support on-going Social Media Campaigns.
  • Create Social Support efficiencies by developing and streamlining Monitoring and Response Process.
  • Develop Analytics Framework for Social Media Customer Care and Regularly Report on Social Support activity.
  • Expand Social Media Support Program to include Communities, Forums, Blogs, both on and off domain.
  • Develop Requirements for Social Media Support Response Analyst role, with the focus on growing Social Media Support Team.
  • Create Social Support Training and Assessment Process.
  • Facilitate alignment between Global Support and Social Support offering.
  • Gather Requirements for and evaluate Social Media Customer Care Tools. 
Role Requirements:
  • 5-8 Years experience in Social Media Customer Support Leadership, with front-line customer support experience.
  • Demonstrated ability to establish vision, problem solve, and create solutions with little direct oversight.
  • Experience supporting complex cloud software solutions on Social Media.
  • Experience analyzing data to identify trends and present findings.
  • Strong Customer Focus.
  • Exceptional Communication (Reading and Writing), with attention to detail.
  • Knowledge of Social Media Support Tools (Lithium, Sprinklr, or similar).
  • Microsoft Office experience.
  • Some travel required. 

 

Okta is an Equal Opportunity Employer.

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