Experienced Full Stack Social Media Customer Support Specialist – Remote Job Opportunity with Disney
About Disney and the Role
Are you a business-savvy individual with experience in handling customer issues in global B2C organizations? Do you have a passion for delivering exceptional customer experiences? If so, we have an exciting opportunity for you to join the Disney+ team as a Full Stack Social Media Customer Support Specialist! The Disney+ team is responsible for the launch and daily operations of Disney+ across Europe and Africa, focusing on customer acquisition and retention, marketing, partnerships, content programming, research, and analysis. As a member of our team, you will play a crucial role in bringing the iconic content of brands like Disney, Pixar, Marvel, Star Wars, and National Geographic to our fans.About the Walt Disney Company (EMEA)
The Walt Disney Company (EMEA) aims to drive growth, development, and brand loyalty across a diverse range of countries with a team of over 6,000 employees working in 59 business sectors with offices in 29 countries. Our mission is to create magical experiences that delight our customers and inspire our employees.About the Walt Disney Company
The Walt Disney Company, along with its subsidiaries and affiliates, is a leading global family entertainment and media conglomerate with the following industry segments: Disney Entertainment, ESPN, Disney Parks, Experiences and Products, and Consumer Products. From humble beginnings as an animation studio in the 1920s to today's global entertainment powerhouse, Disney proudly continues its tradition of creating exceptional stories and experiences for every member of the family. Our stories, characters, and experiences reach consumers and visitors from every corner of the globe, with operations in over 40 countries. Our employees and cast members work together to create entertainment experiences that are both universal and locally treasured.Job Summary
We are seeking an experienced and innovative Full Stack Social Media Customer Support Specialist to join our Disney+ team. As a key member of our team, you will be responsible for providing exceptional customer support through various social media channels, resolving customer complaints, and escalating complex issues to senior team members. You will also be involved in analyzing customer feedback, identifying trends, and providing insights to improve our customer support processes.Key Responsibilities
- Providing exceptional customer support through various social media channels, including Twitter, Facebook, Instagram, and YouTube.
- Responding to customer complaints and resolving issues in a timely and professional manner.
- Escalating complex issues to senior team members and collaborating with cross-functional teams to resolve customer complaints.
- Analyzing customer feedback and identifying trends to provide insights for process improvements.
- Developing and implementing social media customer support strategies to improve customer satisfaction and loyalty.
- Collaborating with the content team to create engaging social media content that resonates with our audience.
- Staying up-to-date with the latest social media trends and best practices to ensure our customer support processes are aligned with industry standards.
Essential Qualifications
- Bachelor's degree in a related field, such as business, marketing, or communications.
- At least 2 years of experience in customer support or a related field, with a focus on social media customer support.
- Proven track record of providing exceptional customer support and resolving complex customer complaints.
- Strong analytical and problem-solving skills, with the ability to analyze customer feedback and identify trends.
- Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
- Ability to work in a fast-paced environment and prioritize multiple tasks and deadlines.
- Strong knowledge of social media platforms, including Twitter, Facebook, Instagram, and YouTube.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Master's degree in a related field, such as business, marketing, or communications.
- Experience working in a global organization with a diverse range of customers and stakeholders.
- Knowledge of customer relationship management (CRM) software and social media management tools.
- Experience with data analysis and reporting, including the ability to create reports and dashboards.
- Ability to speak multiple languages, including English, Spanish, French, German, or Italian.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:- Strong analytical and problem-solving skills, with the ability to analyze customer feedback and identify trends.
- Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
- Ability to work in a fast-paced environment and prioritize multiple tasks and deadlines.
- Strong knowledge of social media platforms, including Twitter, Facebook, Instagram, and YouTube.
- Ability to work independently and as part of a team.
- Strong attention to detail and ability to maintain confidentiality.
- Ability to adapt to changing priorities and deadlines.
Career Growth Opportunities and Learning Benefits
As a Full Stack Social Media Customer Support Specialist with Disney, you will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You will work closely with cross-functional teams, including content, marketing, and product development, to create engaging social media content and experiences that delight our customers. You will also have access to a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities.Work Environment and Company Culture
The Walt Disney Company is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We are an equal opportunity employer and welcome applications from diverse candidates. Our company culture is built on the principles of innovation, creativity, and collaboration, and we are committed to providing a safe and supportive work environment for all employees.Compensation, Perks, and Benefits
As a Full Stack Social Media Customer Support Specialist with Disney, you will be eligible for a range of benefits and perks, including:- Competitive salary and benefits package.
- Opportunities for career advancement and professional development.
- Access to a range of employee benefits, including health insurance, retirement plans, and paid time off.
- Discounts on Disney products and experiences.
- Opportunities to work on high-profile projects and campaigns.