Job description
The Customer Care team at our new streaming platform ViX is looking for a Community Manager to join us!
Reporting to the Sr. Director Customer Care, the ViX Community Manager will be able to create, lead and improve our ViX community forums in our Help Center page to provide the best resolution to our viewers and subscribers. This role will be interacting with our Customer Care, Marketing, and Social Media teams to align with our customer experience strategy. Position will be mostly remotely but must be flexible to go to office when needed.
ABOUT YOU:
You are passionate about customer experience, you are proactive, self-directed, creative, and collaborative with a deep understanding about community forums, social media and Help Centers. You love to explore, ask questions, and translate our vision to tactical execution to delight our customers. You enjoy leading projects as well as being part of cross-functional teams.
YOUR DAY-DAY:
- You will oversee the implementation of the ViX community forum where users will be invited to ask questions, discuss relevant topics, and share knowledge.
- You will develop brand voice and community guidelines to ensure that the forum is productive, appropriate, and relevant at all times.
- You will host regular brand voice workshops and training sessions with the Social Media team and call center agents and work with them to review, delete, and respond to all community form comments.
- You will create template responses to guide the social media, call center, and Help Center scripts with dos and do-nots.
- You will coordinate with the communications, marketing, social media, customer care and product teams to understand company priorities.
- You will serve as the link between the ViX Social Media team the Customer Care agents by hosting workshops, communicating changes in strategy, and seeking optimizations.
- You will communicate user feedback to senior executives to inform the evolution of the ViX product.
YOU HAVE:
- Bachelor’s degree and a minimum of 3 years working in a social media and/or customer service environment.
- Strong knowledge of best practices in a customer service environment.
- Bilingual skills: strong professional fluency in both English and Spanish.
- Exceptional verbal and written communication skills. Able to create scripts and respond to comments without grammar errors.
- Ability to communicate with creativity and humor.
- Self-starter with a proactive attitude and the ability to thrive in a high-pressure and rapidly changing environment.
- Ability to influence and work effectively across internal and external organizations, comfortable presenting insights to senior executives.
OUR BENEFITS:
TelevisaUnivision believes that a happy, well-balanced employee is what makes our culture thrive. We offer a wide selection of perks and benefits including PTO; tuition reimbursement; wellness and employee support programs; 401K; and life and other insurance plans. This is all in addition to our comprehensive and competitive health benefits package featuring medical, dental and vision coverage options.
#LI-REMOTE
Univision requires that all U.S. and Puerto Rico employees be vaccinated against COVID-19. This position will require the successful candidate to submit proof of vaccination. The Company is an equal opportunity employer, and will reasonably accommodate a qualified candidate, who may be unable to be vaccinated, consistent with federal, state, and local law.
Univision is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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