Junior Account Manager (Customer Support)

Overview

Socialbear is the global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands. Human customer support built for the 21st century, available 24 hours, 365 days a year. Our full stack service includes: agents, management, security, training, analytics and data. We power customer service for industry leading brands, charities and governments. Our goal is to continue transforming traditional contact centres, into cloud based community led initiatives. We firmly believe that Social Media, Live Chat and Email are the primary way customers engage with businesses online, the driving force that powers Socialbear.

We are looking for a digital-savvy Junior Account Manager – to take control of our clients online voice and help build brand awareness and loyalty. You will be the first point of contact for online customers, fans and followers – as well as for our clients.

You will benefit from perks such as free wellness events, staff socials and an amazing office – located in central London. The role is split into 2 parts, Customer Service and Account Management. This hybrid role requires knowledge within both Customer Service (we use Zendesk, Freshdesk, Ringover and AgoraPulse) and Account Management – in order to grow the business sustainability with our clients.

To be successful in this role, you will need to have strong writing, organisation and communication skills . As well as previous experience within customer service, managing large teams of agents, communicating with brands online and a deep passion for customer success.

Key Skills

• Knowledge of Customer Service for high profile clients (Voice, Email, Live Chat, Social Media).
• Managing complex resource requirements and teams of customer service agents.
• Hiring and managing new team members quickly and efficiently.
• Prior use of Zendesk, Freshdesk, Ringover and Agora for Community Management and Digital Customer Service (or similar tools).
• Understanding of Digital Customer Service, Social Media Community Management and how it works for brands.
• Organisational and Account Management practice for managing clients.
• Understanding of how to use social reporting and listening tools, including presenting analytics to clients.
• Able to work in a fast-paced, start-up oriented environment.
• Identifying opportunities through both developing existing relationships and approaching new clients within your sector.
• Excellent written and verbal communication skills with clients, with strong presentation skills.
• Superb time and project management.
• Copywriting and proofreading.

Digital Customer Service

• Managing, briefing and coordinating Customer Service responses generated from our client accounts on a daily basis (Voice, Email, Live Chat, Social Media)
• Reporting into Senior Account Management team
• Manage the day-to-day Customer Service on client accounts.
• Effectively responding to all Customer Service responses, including social media, live chat, email support and booking system alterations.
• Time tracking and reporting on client social media account usage.
• Pro-actively escalating and spotting potential PR threats, and following moderation briefs.
• Reporting on performance and analytics of Community Management.
• Creation of analytic presentations where required.
• Creating case studies from client work undertaken.
• Undertaking work in relation to new briefs, audit and strategy, plus associated admin tasks.

Account Management (with Support)

• Effectively responding to all client enquiries and requests (training provided).
• Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Manager.
• Reporting on performance and analytics of Customer Service performance to clients.
• Managing and setting up helpdesk platforms for new clients
• Recruiting, managing and growing a team of freelance Customer Service Agents and Team Leaders who over time who will assist you in delivering your business objectives.
• Initiating and sustaining relationships with clients and prospects (We would envisage a 50:50 split between Customer Service and Account Management to begin with, this is subject to change at any time)
• Confidence in training a team of Customer Support Agents remotely and in-person, ensuring accuracy remains consistent on all client accounts.
• Generating new business ideas and case studies that can be quickly turned into new sales leads the business.

Working Practices

3 days in Office (Monday, Wednesday, Thursday)

2 days Work From Home (Tuesday, Friday)

What\\\’s on offer

• Wellness Events
• Socialbear Apple Macbook
• Great working environment – regular socials and outgoing team