Bumble Group is looking for a Russian Social Customer Service Manager.
KEY ACCOUNTABILITIES:
Day-to-day community management support on all content (both campaign and non campaign)
Be the lead tone of voice for Badoo Russia and respond to brand related questions, comments and be able to insert yourself into relevant conversations
Listen and monitor social channels for spikes in conversations and be able to proactively / reactively respond accordingly
Manage the external team of social moderators for the Russian market and hire new moderators when needed. While the Russian market will be the big focus, managing other markets will be required too
Advocate for the user base you support and provide a user voice to the wider company
Make sure engagements on our social media platforms, external reviews and app store reviews are responded within SLAs
Directly resolve escalated cases from your moderators
Troubleshoot user issues and escalate them to developers appropriately
Analyse customer interaction with the product and communicate feedback to the relevant team
Manage and assist with ad-hoc projects
EXPERIENCE:
Bachelor’s degree or equivalent is desirable
Proven experience in social media customer service (minimum 3 years)
Excellent command of English and Russian, both written and spoken. Another European language a real plus
In depth knowledge of social media platforms and how to use them
Team management experience
Experience working with Social Media CS software and tools like JIRA is preferable — experience with Khoros will be a real plus
Good knowledge of, and passion for, the online industry
ABOUT YOU:
You have strong attention to detail and critical thinking skills
You are reliable, consistent and hard-working
You have the ability to multitask and manage competing priorities without getting overwhelmed
You have a positive and logical approach together with a willingness to learn
You are enthusiastic and fun to work with
You are open. No matter how many projects we deliver, each of us still has plenty to learn and it’s crucial we stay humble
You are deeply passionate about Bumble’s brand vision and values
BENEFITS:
Flexible working hours
Streaming free, live yoga & meditation sessions each week, as well as a full weekly timetable of free online exercise classes
‘Random Coffee’ — connecting staff across the globe in pairs once a week to get to know each other over a video chat
‘First Fridays’ — meal delivery for a remote lunch with your team once a month
Employee Support Fund for those whose households are experiencing financial hardship due to COVID-19
Written resources to guide employees through this challenging time
You will also be taken through a fully digital onboarding process.
