Customer & Community Engagement Specialist

Job Description:

Position Overview:

We are seeking a friendly and highly motivated Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for customers, handling feedback, questions, and concerns related to our products. You’ll also manage and grow our online customer community across social media platforms such as Instagram, Facebook, TikTok, and Reddit.

While we value tech-savviness, you do not need a deep technical background. We are looking for someone who is a fast learner, can troubleshoot basic issues, and has a passion for engaging with customers and building online communities. You will collaborate with our engineering team when issues require more specialized technical knowledge.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries, feedback, and concerns through various channels (email, live chat, social media).
• Provide friendly and clear guidance to customers on how to use our products and address basic questions or issues.
• Escalate more complex or technical issues to the engineering team for resolution, ensuring customers are kept informed throughout the process.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.

Social Media & Community Management:

• Create and manage engaging content on social media platforms like Instagram, Facebook, TikTok, and Reddit to promote the brand and foster community interaction.
• Respond to comments, questions, and feedback from customers and followers on social media, creating a positive and welcoming environment.
• Monitor social media conversations and customer sentiment, sharing insights with the team to help improve products and services.
• Collaborate with the marketing team to develop campaigns and content that resonate with our community.
• Help build and nurture relationships with customers, making them feel valued and heard.

Qualifications:

• Customer Service Experience: At least 1 year of experience in a customer support, service, or community management role.
• Communication Skills: Strong written and verbal communication skills, with an ability to explain product features and solutions in a clear and approachable way.
• Social Media Know-How: Comfortable using social media platforms like Instagram, Facebook, TikTok, and Reddit. Experience managing or engaging with online communities is a plus.
• Problem-Solving Skills: Able to assist customers with basic questions or issues and recognize when to escalate problems to other teams.
• Empathy & Patience: A customer-first mindset with the ability to handle a variety of customer inquiries in a positive, helpful manner.

Preferred Qualifications:

• Experience using social media management tools (e.g., Hootsuite, Buffer, etc.) or customer support platforms (e.g., Zendesk, Freshdesk).
• Interest in technology or digital products, but deep technical knowledge is not required.
• Experience creating content or interacting with online communities.

Why Join Us:

• Be part of a supportive and collaborative team.
• Opportunity to directly impact our customer community and contribute to product feedback.
• Dynamic, fast-paced work environment with plenty of room for growth.

Diversity makes us stronger. BluWave-ai provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender, national origin, disability, or any other characteristic protected by applicable laws, regulations, or ordinances. Authorization to work in Canada is required for this position.

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