Are you passionate about creating exceptional customer experiences and building trust in digital communities? Do you enjoy connecting with people, solving problems, and making a positive impact in digital communication? If so, - continue reading to learn more about this opportunity and how you can be part of the team! We look forward to receiving your application!

ABOUT THE ROLE

As a Social Customer Care & Operations Specialist, you’ll play a crucial role in supporting our global digital community across platforms like Instagram, Facebook, YouTube, LinkedIn, and more. Reporting to the Global Social Media Manager, you’ll support and execute strategies to ensure seamless customer care and exceptional service. 

WHAT YOU WILL DO

Key Responsibilities

• Daily Customer Care:  Respond to customer service inquiries across organic and paid social channels, forums, and review platforms, ensuring consistent, timely, and accurate communication.

• Crisis Management: Support in planning and executing crisis management strategies for social media scenarios to safeguard brand reputation.

• Cross-Functional Collaboration: Work with social media, customer service, and e-commerce teams to create a seamless customer experience.

• Performance Monitoring: Track and analyze response times, resolution rates, and sentiment to improve service delivery.

• Tool Optimization: Identify opportunities to enhance customer care tools, workflows, and integrations for greater efficiency.

• Trend Incorporation: Stay informed on trends in nature, the outdoors, and customer insights, integrating them into engagement strategies.

Key Deliverables

• Daily consumer engagement on social channels and review platforms.

• Monthly reporting on response times, sentiment analysis, and key performance metrics.

• Updated FAQs, training materials, and communication templates for consistency across teams.

• Improved customer satisfaction, faster response times, and enhanced loyalty metrics.

WHO YOU ARE

Required Qualifications

• Bachelor’s degree in Communications, Marketing, Business Administration, or equivalent experience.

• 1–3 years in customer care, community management, or similar roles with a focus on social media.

• Proven ability to manage large digital communities and public communications.

• Proficiency in social media and customer service tools.

• Fluent communication skills in English; German is a strong advantage, and Swedish is a plus.
  

Furthermore we believe you:

• Possesses strong written and verbal communication.

• Have an analytical mindset with experience in performance reporting and workflow optimization.

• Are passionate about nature, the outdoors, and sustainability.

• Enjoy being part of a team and is both a collaborative and adaptable team player.

• Stay calm under pressure with strong problem-solving skills.

• Work proactively and are detail-oriented and are highly organized.

HOW TO APPLY
Join us in delivering exceptional customer experiences and fostering brand loyalty, apply by answering a few questions and upload your Resume. Applications are processed on an ongoing basis and the position can be filled prior to closing. We look forward to reading your application!

The position is based in our office in Solna.