Manager, Social Media Customer Care Operations at Nextdoor
San Francisco, CA, US
Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

The Impact You’ll Make

The Support Operations team at Nextdoor is looking for a Manager, Social Media Customer Care Operations. You will be responsible for developing and executing all operational activities related to social media customer care and real-time crisis response.  You’ll also focus on identifying areas for improvement, optimizing Standard Operating Procedures and processes, solving challenging problems, and most importantly, helping to prevent them in future. You will have working knowledge on industry standards for KPIs and SLAs for Social Media Support. This role works in close collaboration with the Public Relations, Marketing, Legal, and Trust & Security teams and will be looked to as the Subject Matter Expert for operational functions from a Social Media Care perspective. .

Key Responsibilities:

    Lead day-to-day social media customer care activities (listening/monitoring  and escalating/responding), including triage methodology, prioritization of inbound messages, response rate and response time of outbound 1:1 messages, and quality control
    Primary point of contact for white glove service for executive escalations, and high profile media/influencer inbounds.
    Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements. This includes internal tools to improve supporting customers via Social Media channels.
    Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
    Collaborate with policy and product teams to drive product, process and policy improvements

What You’ll Bring to The House

    5+ years' of experience in customer care or community management, with at least 3+ years working in a social media community and/or executive escalations manager capacity.
    Deep understanding of social media and customer service processes and procedures, with willingness to continually learn/adapt to new technology and strategies
    Strong attention to detail, including the ability to quickly dissect and document a situation into a concise “story” for future learning
    Customer obsessed and data oriented to see through change that can fundamentally help grow the business
    Outstanding written and verbal communication skills
    Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)
    1+ years experience working with Salesforce, Salesforce Social Studio, and JIRA