Social Media & Customer Service Manager for Children's Toy Brand -- 3

We are looking for an experienced and detail-oriented Social Media & Customer Service Manager to enhance the online presence of our mission-driven brand. We promote diversity and inclusion for young kids through thoughtfully designed products. This role combines managing social media interactions with providing excellent customer service and handling order management to foster a positive community and ensure customer satisfaction.

Key Responsibilities:

Social Media Management:

- Develop and schedule regular posts across various social media platforms (Instagram, Facebook, Twitter, etc.) using provided content.
- Respond promptly to comments, direct messages, and tags to engage with followers and build community.
- Monitor social media trends and audience interactions to inform strategy and improve content.
- Collaborate with our team to create captivating posts that reflect our brand's values and story.

Customer Service & Order Management:

- Respond to customer inquiries via email, social media, and other channels in a friendly and timely manner.
- Assist customers with questions about products, shipping, and order statuses.
- Resolve issues related to orders, returns, or exchanges with professionalism and efficiency.
- Coordinate with the fulfillment team to ensure accurate and timely order processing.
- Maintain accurate customer records and track common issues to inform improvements.

Requirements:

- Proven experience in social media management, customer service, and/or order management.
- Excellent command of English, both written and verbal, with strong communication and problem-solving skills.
- Attention to detail and the ability to follow instructions precisely.
- Familiarity with tools like Shopify (or similar platforms), social media analytics tools, and customer service platforms.
- Understanding of our brand's voice and mission to engage authentically with our audience.
- Creative approach to content creation and audience interaction.
- Must be available to work during North American time zones.

Time Commitment:
- Approximately 3-10 hours per week, with flexibility based on the needs of the project. Availability for short daily check-ins is a plus.

Application Requirements:

- Please confirm your hourly rate for this position. We’re looking for a long-term team member, so accurate bids are essential. Applications with inaccurate or falsely stated rates will not be considered.
- Confirm your time commitment, including the hours and days you are available. We are seeking someone who can work potentially 7 days a week, but only for a few hours each day—sometimes even less. Please provide your availability in EST time.
- Briefly outline your relevant experience in social media management, customer service, and order management, and why you're fit for this role.
- If you are passionate about social media, providing excellent customer service, and excited to contribute to a brand that values diversity and inclusion, we would love to hear from you!