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Specialist, Social Media Response

Remote - US

ABOUT US

At the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world. 

Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine.

Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values— One Spectacular Life, Customer Obsessed, Radical Ownership, High Performance, Courage, Amazing Humans and Continuous Pursuit of Excellence —are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team.

 

THE ROLE

The Customer Happiness Team is looking for a Specialist, Social Media Response to join our department, as we continue to successfully navigate through the high-volume of critical (and often shifting) needs of our global customers. 

We’re looking for someone who is self-motivated, skilled and an enthusiastic communicator who is passionate about serving customer needs. The ideal candidate should possess a passion for communicating and aligning with our brand voice and effectively engaging with our diverse social media followers. This role offers an exciting opportunity to contribute to the ongoing success of our team and enhance the overall customer experience.

Weekend hour required

This is a full-time, remote position offering a flexible work arrangement. The standard working hours for this role are 9:00 AM - 5:30 PM ET, Thursday through Monday.  Subject to change**

 

WHAT YOU’LL DO

*Specifically focusing on Customers who engage with AG via social media, you will be expected to:

  • Identify and escalate issues appropriately to ensure rapid response to emerging trends and opportunities 
  • Engage directly with customers who contact us for questions or concerns regarding our amazing product. 
  • Deliver timely, accurate, and thoughtful responses to our customers' questions and requests.
  • Resolve customer inquiries quickly and effectively via social media based on the scope of work
  • Utilize analytics and customer feedback to inform decision-making processes, ensuring that responses are data-driven and align with the brand and team guidelines and expectations
  • Excellent verbal and written communication abilities, including accurate typing and strong grammar skills. 
  • Be understanding, utilize active listening, patience, empathy, and kindness to customers and teammates.
  • Ability to work well independently with minimal supervision, and within strong team environments.
  • Partner with Brand and Marketing teams to ensure each public response accurately represents our business, brand and value

 

WHAT WE'RE LOOKING FOR

  • Minimum of 5 years experience hands-on experience in customer service, with a specialized focus on crafting effective responses in a social media environment.
  • Demonstrated proficiency in navigating and leveraging various social media platforms, including Instagram, Twitter, TikTok, and Facebook.
  • Preferred background in the consumer goods industry, with specific experience in health and wellness supplements considered a valuable asset.
  • Proven experience with social media management platforms, particularly proficiency in tools like Sprinklr.
  • A track record of successfully managing public-facing communication, showcasing an ability to uphold and enhance the organization's brand image.
  • Proficient in adopting and maintaining a consistent 'brand voice' across written and spoken communication.
  • Effective customer service aptitude, coupled with exceptional organizational skills.
  • The ability to thrive in a fast-paced environment with a consistent “can-do” attitude.
  • A desire to follow broader cultural conversation across social media around key topic areas: health and wellness, active lifestyle, etc.
  • Strong attention to detail and a proven ability to manage multiple work streams at once. 
  • Exceptional interpersonal, written communication, and organizational skills.
  • Must be available to work weekends and holidays as needed

WHAT’S IN IT FOR YOU?

  • Competitive compensation and performance-based incentive plans.
  • A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
  • A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
  • A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.
  • A high-growth, dynamic environment with opportunities for your direct impact to be felt.
  • Paid holidays, company-wide mental health days, and unlimited PTO (based on your country of residence).
  • In-person team meetups for optimal collaboration, team building and accelerating productivity.
  • A work environment and culture that is based on high performance, productivity and continuous improvement. 
  • The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.
  • Access to AG1 products and branded swag. 
  • Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members. 
  • All other benefits and insurances as required by law, based on your specific country of residence.

AG1 is dedicated to providing equitable and competitive compensation & benefits packages. For this particular role, the base salary range is $25 - $26 per hour and will ultimately be decided at the offer stage, based on an individual candidate’s level of skills and experience aligned with the needs of this role. Base salary is one component of total compensation for this position. We provide a competitive mix of base salary, performance bonus, and stock option allocation for eligible roles.

AG1 is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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