Social Media Monitoring Specialist

Hi there! We’re Web FX, a full-funnel revenue marketing agency based in the US. We’ve been 10x named a Best Place to Work, and we’d love to meet you!

We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ US States, and now based around the globe (and representing 18+ different countries, including offices in Guatemala and South Africa!).

While Web FX and our subsidiary companies, such as Nutshell CRM, SEO.com, and Team AI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #Best Coworkers - that’s where you come in!

We’re looking for people to join our mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide. We are passionate about what we do, we’re committed to driving business growth for our clients, and we’re on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.

What We Offer

Why Choose Web FX? We’re proud to offer the same great culture and a comprehensive set of benefits to our team members no matter where in the world they’re based.

In addition to very competitive base pay, we also offer company profit-sharing, performance bonuses, and health insurance (including dental, vision, remote doctor, etc.).

To aid in your success, we also provide world-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.), long-term career track opportunities, and ongoing learning bonuses (yes, you can get paid to learn!), along with numerous other benefits!

Some of the additional benefits our FXers enjoy include:

• No matter where you are located or your position, Web FX offers long-term stability to all of our FXFamily members. Many of our global team members have been with Web FX for 10+ years, and we’re hoping you can be too!
• We put our people first; it’s as simple as that. You’re never on your own - when you run into inevitable challenges, we’re there to support you along the way!
• Long-lasting relationships with both clients and team members due to consistently low turnover rates, which are simply unheard of in our industry because, again, we put our people first.
• Save your time and money by skipping the commute to an office. This role allows you to work from the comfort of your home!
• Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Unrestricted access to our proprietary software/platforms that our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here.
• Be part of a rapidly growing company that, at the same time, only partners with clients who share our values.
• Merit-based promotional structure.
• Annual merit-based compensation increases!
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts.
• Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters. This event is filled with activities, learning, and motivation to help unite our U. S. and global staff!
• We have a very strong commitment to giving back globally - in fact, it’s one of our values here at Web FX. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals - since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!
• When you join Web FX, you don’t just join a company; you join a community! We value all of our team members the same, regardless of their position or where they call home. We truly look forward to learning about you and your background, and we will be there to celebrate the milestones in your life together, no matter how big or small!

What You'll Get

World-Class Training and Ongoing Career Development

No matter your level of experience, our “Bootcamp” training program is provided for all new Web FX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.

From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!

Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!

FXLearns program – where you get incentives for taking advantage of our countless industry training resources!

With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!

Opportunities for Growth

Web FX has doubled in size over the past 5 years, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal!

All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands. You’re not expected to know it all - we believe in continually striving to be an expert in your subject matter of expertise. While we will purposely challenge you to grow in your niche, we are a full-service agency with experts in other departments that handle everything else - from link building, to social media, to web design, and web development. This is done so you can truly master your trade.

What We're Looking For

Desired Education

• A Bachelor’s degree is preferred but not required.
• Pre-employment testing is required.

General Knowledge

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position).
• Solid understanding of the internet and social media.
• Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required.
• Must have high-speed internet and smartphone with Wi Fi capabilities / ability to use social media apps for business purposes.

Qualities

• Passion for delighting customers
• Likes to get things done
• Commitment to delivering high-quality and defect-free work to clients
• Ability to work well in a high-concurrency environment (many projects)
• Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly
• Strong time-management skills and can meet deadlines consistently
• Takes direction well, but also able to make decisions and take initiative
• Strong communication skills
• Ability to work independently
• Up-to-date on the latest web technologies
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality

Experience

• At least 1 year of experience in phone or online customer service

What You'll Do

• Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
• Monitor activity on a high volume of client social profiles 2-3x daily.
• Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, Linked In, You Tube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
• Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilizing available data and research to answer audience comments and direct messages.
• Collaborating with account manager to address unique inquiries and situations if/when needed.
• Understanding and adopting brand voice to engage with audience and promote brand personality.
• Ability to independently seek out answers and perform research and analysis to determine the best approach and response.
• This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST).
• Requires reliable internet access.

Percentage Breakdown

• 60% providing social media customer care services
• 15% utilizing and updating customer service standard operating procedures & responses
• 15% actively monitoring and performing proactive outreaching on social networks
• 10% collaborating with account managers

Training

Our “Bootcamp” web marketing training program will be provided for new Web FX “family members.”

Access to hundreds of online courses and training materials

Departmental trainings, trend watch reports, and monthly Lunch-and-Learns

What You'll Get

Opportunities for Growth

Web FX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics. Longevity

Web FX is looking for candidates who want to work in customer service long-term as this is a stable and full-time indefinite position at Web FX within the social media customer service department.

No voluntary turnover in the last 4 years in our international remote team!

Compensation

Negotiable

What We're Looking For

Please submit resume or CV (in English) to be considered for this opportunity

Join details and application guidance are included below. You don’t need to apply more than once, even if you’re interested in multiple positions — you can simply let us know!

Working Hours

Asia (Philippines / Indonesia)

This position requires overlapping hours from 3:30 PM - 12:00 Midnight PH time, Monday - Friday.

Africa / Europe (Ghana, UK, Ireland, Kenya, etc)

This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

North America & South America

This position requires overlapping hours from 8:00 AM - 4:30 PM local time, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

This excludes Guatemala, where our in-office team follows a different schedule.

This excludes South Africa, where our in-office team follows a different schedule.

Check out our culture on social media

Instagram, Twitter, Facebook

Please submit a resume or CV (in English) to be considered for this opportunity.

Note: You don't need to apply more than once, even if you're interested in multiple positions - you can simply let us know! We consider all open roles when reviewing resumes and applications!

Web FX is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers.

Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here!