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Social Media and Customer Experience Specialist 🔥


JOB DESCRIPTION



About Us

Threadless is a diverse, global community of independent artists and those who support them. We are creatives from all over the world with different backgrounds coming together to make great art.

We started with just t-shirts, but tons of products make great canvases. While we work with partners to find these canvases for our artists, it’s our community who makes and picks the best art for us to offer. Whether it’s voted-on art at Threadless.com or designs artists choose to share in their very own Artist Shops, when you buy from us, you support great art. The weird art. The geeky art. The beautiful art. More importantly, here at Threadless, we feel that art plays a meaningful role in driving progress and creating cultural change.

We first opened our doors in 2000 with a headquarters in Chicago. Now we are a fully remote company, giving our employees the flexibility to do their best work from anywhere.

Threadless. Make Great Together



About our Community Experience Team and this role

Threadless is built on a rock solid community. The Community Experience team is responsible for supporting and keeping our community of international and diverse customers, artists, and designers happy and vibrant. In doing this, the Community Experience team embodies the Threadless voice every day in their work- they naturally possess the upbeat attitude and friendly communication style found on Threadless.

The Social Media and Customer Experience Specialist is responsible for communicating with customers, artists, and community members via social media platforms, reviews, emails, and texts, aligning with the marketing team to create a social media presence representing the Threadless brand.

You will:

  • Manage all customer queries, concerns, and comments posted to the company's Facebook, Instagram, Twitter, Discord, YouTube and TikTok accounts.

  • Create an amazing customer experience for our community online across all of our social media platforms and understand the impact of customer support, the role plays in social platforms, and the crucial importance of a happy customer.

  • Respond to company and product reviews with the ability to use a variety of review sites, such as TrustPilot and Yotpo Reviews.

  • Provide ancillary support as a part of the customer support team. Recommend solutions and workarounds to product, website, and order support, as well as escalated situations using effective communication, troubleshooting, and collaborative problem solving in all emails, social support inquiries, and texting support.

  • Liaise with customer service and the marketing team to meet and exceed customer expectations.

  • Stay informed on social media trends, innovations, and changes and up to date about Threadless products, services, features, and updates.

  • Promote a positive and friendly environment supporting good morale and cooperation, both internally and with our community.

  • 40 hour work week Monday through Friday with a recommended (but flexible) 9am to 5pm CT schedule. Some overtime and weekend hours may be required at peak times.

  • This role currently reports to the VP of Brand Experience.



You are:

  • Deeply knowledgeable of all social media platforms and skilled in social media best practice; ideally familiar and experienced with eCommerce.

  • Professional with excellent organization and communication skills and the ability to work productively in a remote work environment.

  • Creative, friendly- sometimes witty- and solution-oriented with both customers and team members.

  • Able to take direction and quickly learn new procedures, processes, and products. You are adaptable, can easily pivot, and won’t be thrown by having to switch your focus or go off-script.

  • Skilled with strong interpersonal relationships and have the ability to communicate professionally, persuasively and confidently via e-mail with customers and peers.

  • Proactive and persistent. You’re not afraid to ask questions and are willing to ask for help and receive feedback from a team of peers.

  • Someone with a great attention to detail, type like a whiz, and grammar is a THING. You choose words, emojis, gifs, and punctuation carefully and with intention.



You have:

  • A Bachelor’s degree or equivalent work experience.

  • 2-4 years work experience in a support-related industry.

  • Experience with remote work and social media, customer, or account support for online commerce or digital product with a strong understanding of customer satisfaction.

  • Excellent written and verbal communication, as well as computer/software and social media skills.

  • A familiarity with our company, culture, and e-commerce site with a passion for Threadless's design community and the opportunities that enable partners to harness the power of community-based design (not required, but is a plus).



Perks

  • Health, Dental, and Vision

  • 401k participation

  • PTO

  • Wellness Benefit

  • Monthly Product Stipend

  • Continuing Education Reimbursement

  • Company provided computer and other hardware/software

  • Company retreats



How to Apply

We'd love to get to know you more. Along with your resume, include a letter telling us about yourself and connect the dots from your current experience to this key role at Threadless. Be sure to also include answers to the questions below.

  • Why would you be a good fit for this role?

  • Why do you want to work at Threadless?

  • How you first heard about Threadless.



Our Commitment to our Employees

Threadless is an equal opportunity employer (EOE) and is committed to providing equal employment opportunity to all individuals. We do not discriminate on the basis of race, color, gender, gender identity or expression, sexual orientation, religion, pregnancy, national origin, ancestry, age, disability, genetic information, veteran status, or military status. Threadless is a diverse, global community of artists and we believe that a diverse team helps build and support a great community with creatives from all over the world and all different backgrounds coming together to make great art.



This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts, or working conditions as associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.









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