SOCIAL MEDIA CUSTOMER SERVICE EXECUTIVE (FREELANCE CONTRACT)

We Realise Potential in Your Story

Based in the heart of Shoreditch, we are an award winning digital content studio and media network who are currently on a quest to find a Social Media Customer Service Executive to provide freelance support to our Sport Team throughout the year based on event fixtures. 

As a freelance Social Media Customer Service Executive, you will help manage customer service requirements for a major global motorsports brand. Predominantly working across X (Twitter), the role involves monitoring, managing and responding to customer queries on social platforms and working with the wider team (agency and client) to ensure the right information is supplied and issues escalated as required.

The successful candidate will play a key role in ensuring ongoing customer satisfaction. The role will involve responding to live queries that come in via X, triaging issues raised, troubleshooting and managing helpdesk referrals. The Customer Service Exec will be responsible for prioritising issues and communicating quickly and efficiently with the client’s internal customer service team in a live sporting environment. 

As part of the public facing comms for a major brand, the successful candidate will be able to maintain the appropriate tone of voice at all times and will have the ability to work under pressure to deliver desired outcomes.

The Customer Service Exec will also be involved in monitoring other social media platforms (in addition to X) in order to gather information, and will be responsible for recording this information to assist with reporting to internal customer service and product teams after each major sporting event.

Note: This is a part time freelance role involving working ad-hoc weekends throughout the year to cover the sporting calendar. Unsociable hours to support events across a range of time zones is also required.

HOW YOU'LL SPEND YOUR TIME 

• Working across live weekend sporting events to monitor and respond to customer service queries across social channels.
• Proactive sharing of promotional material and product information on X in the build up to and during sporting events.
• Prioritising issues as they occur and communicating clearly with colleagues to find resolutions.
• Responding to queries independently but knowing when to escalate.
• Monitoring other social channels for retrospective intelligence (i.e. Reddit) to gain insight into the customer/fan experience across different events.
• Maintaining an appropriate tone of voice at all times, as a key part of the public-facing comms team.
• Contribute to post race reporting and be part of the team delivering the reports/insights to the client.

WHAT YOU NEED TO SUCCEED 

Skills matter, experience is useful, attitude is everything. 

• Excellent and clear communication is essential. The ability to respond to certain queries independently whilst escalating relevant issues confidently is also a must.
• Experience in a customer service facing role would be of benefit and a positive, problem-solving approach is essential.
• The ability to implement brand tone of voice in a platform and audience appropriate way.
• Confident in using X (Twitter) and responding to queries on the platform.
• Knowledge of other social platforms including Reddit.
• Motorsport knowledge/interest is desirable.
• Exceptional attention to detail and excellent spelling, punctuation and grammar skills, and a proactive individual with the ability to learn quickly.

LITTLE DOT, BIG IMPACT 🔥

We’re probably the biggest studio you didn’t know was fuelling your favourite content.
We’ve been one of the top dogs in the digital content space since 2013 (some would say, before its potential was even fully realised). We're proud to work with some of the hottest TV and movie studios, distributors, rights holders, sports federations and brands in the business.

WE ARE COMMITTED

We are committed to fostering a diverse, inclusive, and equitable workplace at Little Dot that reflects our diverse digital audiences and communities we work and live in. We are committed to ensuring every employee feels valued and empowered to contribute their unique perspectives. We welcome candidates of all backgrounds, experiences, and identities to apply to our vacancies, and we strive to create an environment where differences are celebrated, and everyone has equal opportunity to thrive.

Learn more about us, our values and our commitments please visit our website www.littledotstudios.com for more information.