Social Media Manager

Company Overview
Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to unleash the world's creative energy by designing a more enlightened way of working. As we continue to build the best place to create, share, and work with others, there's a perfect spot for you to grow with us.

Team Overview
With a user base of over 500 million, the Customer Experience (CX) team simplifies how our customers interact with Dropbox, creating experiences that both delight our customers and inspire their trust. We focus on understanding the customer journey, and on where we can simplify interactions and improve the Customer Experience within that journey.

The CX Global Support team is responsible for delivering a world-class customer support experience across our fast-growing customer base. The Community team will meet the needs of customers through efficient, delightful, and scaleable solutions that help our users discover, learn, and ultimately maximize the value of Dropbox in their own enlightened way of working.

Role Overview
As a Social Media Manager within CX, your role will be to help manage how we support our users online through various social media channels. You will be responsible for monitoring the customer support experience, launch readiness, supporting our team of frontline social media agents, managing escalations, monitoring, and reporting. You will be the voice of the social media users internally, collaborating with our community team, communications and brand teams, engineering teams, and the wider customer experience team.

The right candidate will be passionate about support and helping others, a self starter with a data driven mindset. They will also have a creative approach to problem solving, and are enthusiastic about collaboration.

Key Responsibilities

• Monitoring: Daily management and monitoring of social media to identify trends, issues, and opportunities.
• Engagement: Ensure our social media frontline agents maintain high quality in their interactions with users.
• Support: Assist in preparing macros and launch materials, and support product launches on social media.
• Reporting: Track reoccurring issues/themes for social content and complete a monthly trends report.
• Collaboration: Liaise with the Communications team to ensure a cohesive experience for our users.
• Advocacy: Report findings and advocate for our users internally.

Requirements

• Minimum of 1 year experience in Customer Experience, Frontline Support, or Operations.
• Experience with social media or communities appreciated; a passion for social media or online communities is essential.
• Excellent written and verbal communication skills.
• A strong team player with great collaboration skills.
• Strong emotional intelligence to manage external communications and company messaging in a public facing environment
• Creative, proactive and able to think out of the box to develop new ideas and new concepts
• You show a real passion and love for the Dropbox software

Nice to Have

• Familiarity with social media analytics tools and reporting.
• Experience in managing social media crises or escalations.

Desired Attributes

• Passionate about customer experience and making life simpler with technology.
• Creative, proactive, and able to think outside the box to develop new ideas and concepts.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Note: only shortlisted candidates will be contacted.
Please apply only if you are currently in Ireland and eligible to work full-time in Ireland.

For more information about this role kindly contact Aamir Bafanda at [email protected]