Cx Social Media
2 meses atrás
Who we are
,, - at Catawiki, we come across exceptional objects such as these every day.
Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.
We've sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.
We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.
About the role
As the manager for the brand new Social Operations Response Team (SoRT), your main goal is to oversee the day to day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki’s social media platforms. You will have the opportunity to build the team ground up and define the Operations support model together with the brand marketing and design teams in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for the SoRT team would look like.
What you’ll do
Operations Management
- Build and manage a team of high performing social media specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc
- Manage the day to day operations of the team to ensure key metrics such as SLA, CSAT are achieving their targets
- Partner with CX leadership team to build social media specific policies, processes, and escalations frameworks
- Define and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer service
- Ensure consistent quality and tone of voice for Catawiki’s audience on social media
- Build and implement programs to delight our customers and turn our most frustrated users into advocates
- Identify new tools and technologies to better serve the customer
- Use Customer Insights and Root Cause Analytics to identify areas of improvements
Stakeholder Management
- Work with cross functional teams such as brand marketing, and CRM to ensure that SoRT has visibility on upcoming events and marketing campaigns
- Work with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing events
- Partner with cross functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platforms
What you’ll bring
- Excellent knowledge of social media community and platform best practices
- Experiences within a customer support or strategy and operations
- Strong experiences in building and managing high performing teams
- Excellent stakeholder management and communication
- Ability to effectively use a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and Trustpilot
- Ability to work independently in a fast-paced environment
Where you'll be
This role is based in Lisbon, Portugal.
Here’s what we can offer you
This is your chance to join our mission to fulfil people’s passions, as part of a young and dynamic organisation. You'll be part of an enthusiastic, highly-motivated team of 800+ Catawikians. Additionally, you can expect:
- A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
- Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
- Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
- Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
- We care about our teams’ wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
- Tailored learning and development opportunities to support your personal and professional growth;
- We want to help you celebrate special occasions in life by:
- providing employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
- Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
- Additional leave allowances for important life events such as moving, engagement & marriage;
- Each year Catawikians get an additional day’s leave to Pursue their Passion
Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.
Our commitment to you
Catawiki’s eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed t
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