Social Media Support Specialist

GROW WITH US:

"In Tandem" means together, and we strive to embody that in every aspect of our business. Whether your office-based or fully remote, Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and the healthcare providers supporting them through a positively different experience.

INNOVATE EVERYDAY

At Tandem, we strive to put our values into action. Our "Team Up", "No shortcuts" approach has propelled us to be an industry leader and make significant strides in the diabetes technology space. We are proud to be the makers of the only color, touch-screen insulin pump that is capable of remote feature updates and compatibility with continuous glucose monitoring. Watch our latest video to see our product features and capabilities here:t:slim X2™ Insulin Pump with Control-IQ™ Technology

A DAY IN THE LIFE:

The Social Media Support Specialist's primary activities include daily monitoring of traditional media and social media, and responding to social media comments and messages. This role provides follower and customer support globally in all primary social channels (LinkedIn, Facebook, Twitter, Instagram, YouTube, Yelp, etc.), as well as the app stores, and various partner blogs and review sites. This role is also responsible for offering proactive support to alert members of the Marketing team to important changes and emerging issues, and following and responding to the reaction. The Social Media Support Specialist will be the company's voice on all social media channels, fielding questions and resolving issues from customers in real-time, as well as the Company's ear for feedback from the community. This work is generally of a critical or confidential nature and the person in this role is expected to have exceptional attention to detail and adherence to compliance and communication guidelines. As an active representative of the company, they will strengthen our community by providing a helpful and trusted support experience.

YOU'RE AWESOME AT:

PRIMARY DUTIES & RESPONSIBILITIES:

• Monitor traditional media and social media activity daily, routing and responding as needed and in accordance with defined policies and procedures.
• Respond to customer complaints and coordinate input from Customer Technical Support, Community Relations & Events, Sales, Marketing, DE&I, and Human Resources where required to provide solutions for our customers
• Maintain a compassionate and empathetic public voice of the Company
• Identify and log complaints for Quality reporting purposes based on complaint criteria
• Maintain files and written copy approved for public use, with attention to accuracy and expiration based on personal knowledge of Company initiatives and product updates
• Help maintain editorial calendar for social media campaigns/programs
• Provide support to Marketing team members in collecting signatures on HIPAA and Media Release forms to support Company use of identifying images and testimonial statements
• Assist the Manager of Social Media Marketing with scheduling and posting approved content as needed
• Report activity of social media platforms and coordinated social campaigns as needed.
• Understand the online community and provide information and insight into the current activities of KOLs and diabetes organizations
• Identify emerging members of the online community for Tandem to engage with and foster a relationship
• Continually review existing emerging social platform options that would enhance our brand and customer experience
• Make content recommendations and execute approved tactics that will promote growth on our social media sites
• Track and report on relevant industry social media accounts to track growth and suggest content strategies
• Maximize interaction with social networks daily to keep the community engaged
• Organize relevant product and customer experience feedback for use in presentations and meetings

REQUIRED QUALIFICATIONS:

1. Knowledge, skills & abilities:

• Strong understanding of social media platforms including Facebook, Instagram, Twitter, YouTube.
• Strong self-starter who thinks on his/her feet to solve problems. Ability to recommend, and initiate work and projects with minimal direction
• Attention to detail, time management skills, exceptional initiative & follow-through skills
• Superior interpersonal and written/verbal communication skills; ability to thrive in a cross-functional, team-based environment is critical
• Strong communication skills.
• Strong people and organizational skills

1. Minimum certifications/educational level:

• BA/BS preferred. Some college coursework required.

1. Minimum experience:

• Pharma, medical device, or other regulated environment experience strongly preferred
• Diabetes industry experience preferred
• 2+ years customer support or related experience required
• 2+ years managing multiple social channels for a company required

WHAT'S IN IT FOR YOU?

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits please visit https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

Tandem is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

REFERRALS:

We love a good referral! If you know someone that would be a great fit for this position, please share!

If you are applying for this job and live in California, please read Tandem's CCPA Notice:

https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants

#LI-Hybrid