CX Social Media
Há 1 mês
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 CX Social Media & Escalations team, 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 review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Managerto take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.
What you’ll do
Operations Management
Build and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc Ensuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers. Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target. Ensure the development of strategies for both our buyer and seller customer profiles Responding to customer needs, requests, and complaints to achieve a satisfactory outcome. Researching and understanding the competition and best practices to incorporate this into the outreach strategy. 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 and review platforms 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 Keep track of the latest industry’s developments and know how to apply best practices to areas of improvementStakeholder Management
Work with cross functional teams such as brand marketing and CRM, to ensure that we visibility on upcoming events and marketing campaigns Work with cross functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executed 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
5-10 years of experience within a customer service environment 5 years of experience in building and managing high performing teams Excellent knowledge of review sites, social media community and platform best practices Excellent stakeholder management and communication Ability to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and review sites, such as Trustpilot or Google reviews. Ability to work independently in a fast-paced environment
Where you'll be
This role can be based in Lisbon, Portugal or in the Netherlands.
Here’s what we can offer you
This is your chance to join our mission to fulfill people’s passions as part of a young and dynamic organization. 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:
Provide 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 PassionPlease 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 to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.
Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we’re open to ideas on ways we can continue to support the humanitarian effort.
Our offices and way of working
We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.
-
Social Media Manager
2 semanas atrás
Lisbon, Portugal Erakulis Tempo inteiroERAKULIS® is an all-in-one wellness experience for Fitness, Nutrition and Mental Balance, founded by Cristiano Ronaldo. Taking care of physical and mental health is essential for a fulfilling life, and we are here to support individuals every step of the way. Behind your customized plan, we have a team of certified experts who will take the time to listen...
-
Social Media Associate
Há 1 mês
Lisbon, Portugal Indie Campers Tempo inteiroTHE ROLE As a Social Media Lead at Indie Campers, you will be crucial in driving the company’s success through social media presence. Reporting to the Partnerships Manager, you will be responsible for implementing creative strategies and content across social channels to ensure high levels of web traffic and audience engagement while maintaining our...
-
Lisbon, Portugal EF Education First Tempo inteiroAs a Social Media Intern you will join the Lisbon team for the promotion of our language and academic courses abroad. You will operate in a truly international environment with a young and dynamic team. If you can demonstrate that you're a digital native, well-organized, and have a keen eye for content, we would love for you to join our team. We are...
-
Social Media Lead, Crypto Poker Platform
4 semanas atrás
Lisbon, Portugal Tech Alchemy Tempo inteiro️Title: Social Media Lead / Manager, Crypto Poker Platform Department: Creative Location: UK or Europe, RemoteSocial Lead role for a Crypto Poker PlatformOur client, a leading poker platform, is looking for a Social Lead / Manager to be responsible for driving growth, engagement and user acquisition across various social media platforms. The...
-
UK Social Media Manager
Há 4 dias
Lisbon, Portugal SimpleStudy Tempo inteiroAbout SimpleStudyHi, We're Simplestudy! We're like Duo-lingo for high school exams. We offer a gamified fun app that helps 15-18-year-old students preparing for GCSEs and A-Levels in the UK.We're an early-stage startup working hard to win in a massive market at the intersection of Ed-tech and AI. In just nine months since our launch, we have 90,000 students,...
-
Lisbon, Portugal portugal.xpatjobs Tempo inteiroThe Job.As a Social Media B2B Sales Representative, you will work for a company leader in the social media industry.Your main responsibilities are:– Advise and consult small and medium-sized companies and make them grow their businesses via email, phone and chat support– Acquire new advertisers within medium and small-sized companies– Support and...
-
Junior Social Media Specialist
Há 1 mês
Lisbon, Portugal Publicis Groupe Tempo inteiroJob Description Si para ti, la vida es eso que pasa mientras estás en Tiktok, no puedes expresar tus sentimientos al 100% si no es usando memes y no se te escapa un trend, OJO MI PANITA, que esto es para ti. En Publicis Content estamos completando nuestro equipazo de Organic Social Media para un cliente muy jugoso, y buscamos a un Social...
-
Dutch Junior Social Media Content Moderator
2 semanas atrás
Lisbon, Portugal speakit Tempo inteiroDescription Are you a Dutch speaker? Are you ready to pack your bags and kick - start your career in Lisbon?We are looking for Dutch Junior Social Media Content Moderators to start their career in Digital Marketing and Online Advertising.Gain 2500€ Signing Bonus and join the team of one of the world’s most recognizable...
-
Lisbon, Portugal portugal.xpatjobs Tempo inteiroDu bist bereit für eine neue Lebens- und Arbeitserfahrung?Du bist auf der Suche nach einem starken Unternehmen, um neue Fähigkeiten zu entwickeln?Du bist auf der Suche nach einer People Company mit einem dynamischen und multikulturellen Umfeld? Das ist, was du hier finden wirst!Als Social Media B2B Sales Repräsentative arbeitest du für ein führendes...
-
Social Media Customer Advisor
4 semanas atrás
Lisbon, Portugal portugal.xpatjobs Tempo inteirore you ready for a new life and work experience? Are you looking for a strong company to develop new skills? Are you looking for a People Company with a dynamic and multicultural environment? This is what you will find here!Our client is recognized as the Best Sales and Customer Service Solutions provider in the world and they are looking for motivated...
-
Social Media Sales Expert
Há 1 mês
Lisbon, Portugal portugal.xpatjobs Tempo inteiro+++ Please apply only if you hold EU citizenship or valid work permit for Portugal +++The Company.Are you ready for a new life and work experience? Are you looking for a strong company to develop new skills? Are you looking for a People Company with a dynamic and multicultural environment? This is what you will find here!Our client is recognized as the Best...
-
Social Media Customer Advisor
Há 1 mês
Lisbon, Portugal portugal.xpatjobs Tempo inteiro+++ Please apply only if you hold EU citizenship or valid work permit for Portugal +++ Middle East Arabic (both verbal and written level) required +++ Thank you!The Company.Are you ready for a new life and work experience? Are you looking for a strong company to develop new skills? Are you looking for a People Company with a dynamic and multicultural...
-
Lisbon, Portugal speakit Tempo inteiroAre you a German speaker? Are you ready to pack your bags and kick-start your career in Lisbon?We are looking for German Junior Social Media Content Moderators to start their career in Digital Marketing and Online Advertising.Responsibilities: Provide B2B support to small and medium-sized businesses via chat, email, and phone Consult B2B clients on...
-
Lisbon, Portugal portugal.xpatjobs Tempo inteiro+++ Please apply only if you hold EU citizenship or valid work permit for Portugal +++The Company.Are you ready for a new life and work experience? Are you looking for a strong company to develop new skills? Are you looking for a People Company with a dynamic and multicultural environment? This is what you will find here!Our client is recognized as the Best...
-
Lisbon, Portugal Patrique Mercier Recruitment Tempo inteiroHey there! Do you have a passion for the digital world, love social media, and speak German like a pro? If that's a yes, then we have a fantastic opportunity for you! We're looking for a German Video Moderator for our social media platform, right in the heart of the vibrant city of Lisbon. And guess what? You can do it all from the comfort of your own...
-
Italian Social Media Content Reviewer
Há 5 dias
Lisbon, Portugal Cross Border Talents Tempo inteiroDo you Speak Italian and English fluently? Love Social Media and want to work in Content Moderation? Exciting roles await you in Lisbon!Step into the spotlight as a Content Moderator world in dynamic Lisbon, Your next adventure starts here!What we offer:the best salary among Content Moderator PositionsHealth Insurance & Life InsuranceMeal AllowanceHolidays...
-
Content Moderator for Social Media Platform
3 semanas atrás
Lisbon, Portugal Cross Border Talents Tempo inteiroSpeak any of the following; Italian, French, German or Spanish and English fluently? Love Social Media and want to work in Content Moderation? Exciting roles await you in Lisbon!Step into the spotlight as a Content Moderator world in dynamic Lisbon, Your next adventure starts here!What we offer:Competitive salariesHealth Insurance & Life InsuranceMeal...
-
Social Media
1 semana atrás
Lisbon, Portugal Smart-Recruitments Tempo inteiroYou will support Dutch-speaking clients of the biggest social media platform in the world. Providing technical support designed in a B2B approach to adapt to company's clients needs to sustain and expand their businesses as social media content creators.What you will be doing:Supporting content creators and influencers in various social media...
-
Lisbon, Portugal Cross Border Talents Tempo inteiroAs a German-speaking Social Media Content Moderator, you will manage and ensure compliance with online legal processes and regulations for a company. Responsibilities include monitoring digital operations, assessing legal risks, and implementing online legal strategies to support business objectives.E.g. Legal Requests related to privacy claims, defamation,...
-
Social Media Customer Advisor
Há 1 mês
Lisbon, Portugal portugal.xpatjobs Tempo inteiroDu bist bereit für eine Auslandserfahrung und einen Start ins Berufsleben? Du bist auf der Suche nach einem starken Unternehmen, mit dem du neue Fähigkeiten entwickeln kannst? Du bist auf der Suche nach einer Firma mit einem dynamischen und multikulturellen Umfeld? Das wirst du mit uns finden! Unser Kunde ist als bester Anbieter von Verkaufs- und...
