Senior Customer Service- EN Account

Job Title:* Senior Customer Satisfaction and Community Management

*Job Summary:*

Passionate about building loyal communities and delivering exceptional customer satisfaction, the Senior Customer Satisfaction and Community Management role focuses on enhancing the customer experience, resolving complex issues, and fostering brand loyalty. This position leads improvements in social media moderation and support workflows while guiding the team to uphold high standards and drive customer retention. The role includes handling and engaging with an international customer base.

*Key Responsibilities:*

- *Analyze Feedback:* Collect and assess feedback from customers globally to identify trends and opportunities for improvement.

- *Resolve Issues:* Handle escalated cases from customers with empathy, ensuring timely and satisfactory resolutions.

- *Process Improvement:* Enhance workflows in social media moderation and customer support calls to boost efficiency and satisfaction for customers.

- *Community Engagement:* Actively engage with a diverse international customer base to build a positive, loyal community and promote brand advocacy.

- *Guide and Mentor Team:* Mentor and support team members, fostering their development in managing customer satisfaction and community engagement practices.

- *Reporting & Quality:* Track customer satisfaction and community engagement metrics on a global scale, provide insights, support quality assurance, and drive continuous improvement within the team.

*Qualifications:*

- *Experience:* 3+ years in customer satisfaction, community management, social media moderation, or support roles, with leadership or mentoring experience preferred.

- *Skills:* Strong analytical, problem-solving, and communication skills, with experience in CRM, international community engagement, and feedback tools, along with demonstrated leadership abilities to motivate and guide a team.

- *Language Proficiency:* Excellent C1 level in English, both written and spoken, with the ability to communicate effectively and professionally with a global audience.