Social Media Moderation Manager

Ready to be a Titan?
The Social Media Moderation Manager will serve as a key player in monitoring our customer Facebook group, actively managing and moderating all aspects of the group, working with stakeholders/teams across the company to problem-solve and respond to issues in a timely manner, and supporting a comprehensive customer experience.
Our Community team is seeking someone who has a strong passion for serving and understanding customers; who truly understands how customer success is tied to our brand success; and who can help us continue to build a robust customer experience, through Community, while having some fun along the way.
What you'll do:

• Effectively perform administrative and moderation duties, including but not limited to:
• Monitoring and routing (escalating) issues which are identified in the Facebook group, and other social channels
• Diligently track customer questions, issues, and recommendations, and communicate them to the appropriate teams
• Building brand personality and customer trust through regular one and two-way communications
• Monitor relevant online conversations among people in the trade services to get a pulse on key topics and trends
• Respond to customers with a wide variety of product and service needs via the Facebook group
• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed
• Capture and analyze insights, and learnings, and regularly share with internal stakeholders to drive awareness and action
• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience
• Drive traffic and engagement to the official ServiceTitan Community
• Leverage monitoring tools for insights and alignment with company goals
• Retain a high level of knowledge and familiarity with ServiceTitan's products, services, and the field services industries
• Use community guidelines as needed to ensure a positive and safe environment in the group
• Manage a team of Social Listeners (contingent workers), including but not limited to:
• Coverage schedule and absences
• Adherence to established procedures and SLAs
• Performance expectations

What you'll bring:

• Ideally, 4+ years experience in social media, customer service, support, or marketing.
• Hyper-focused on serving customers first.
• Familiarity with the Facebook platform, Facebook page and group management.
• Familiarity with Salesforce, Gainsight and Tableau.
• Ability to build networks and develop genuine relationships and partnerships.
• Ability to empathize with exceptional listening skills.
• Strong communication skills - you know how to stir up great conversation, foster engagement and interaction, and listen.
• Flexibility to wear multiple hats - no job being too small or too large.
• Passion for working in an entrepreneurial and fast-paced environment.
• Analytical mindset able to collect, synthesize, and use social data to affect change.

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $64,000 - $92,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.