Associate Social Media Specialist

Team Name:

Customer Service

Job Title:

Associate Social Media Specialist

Requisition Id:

R026119

Job Description:

Position Overview

The CS Associate Social Media Specialist will serve as an experienced social media customer service representative, specializing in responding to players in one-to-many platforms such as Twitter, Reddit and Facebook. They are experts in conflict management, de-escalation and exceptional service delivery in public spaces. As a key member of customer support, the Associate Social Media Specialist is expected to maintain and preserve Blizzard’s culture of excellence and commitment to quality in every aspect of their work.

**Job Title May Change Depending On Candidate'S Experience And Skills

Role & Responsibilities

• Engage, support and help moderate in all CS social media channels.
• Localize and publish communications seen by players (forums, social media posts, and other communications as required).
• Assist with documenting large-scale customer concerns and provide feedback and reporting for product teams and CS leadership.
• Factor in reporting needs and capabilities for social media projects.
• Adhere to associated style guides and team best practices, and reinforce compliance of other teams and contributors that also operate in public spaces.
• Support the moderation effort on Blizzard Community forums.
• Manage social support outreach programs and support forum MVP program.
• Provide editorial support for other groups and teams as requested.
• Other duties, as assigned.

Minimum Requirements

Experience

• 2+ years’ experience with business writing and communications
• Established experience with one-to-many communication platforms and strategies

Knowledge/Skills

• Written and verbal fluency in English and Korean
• Demonstrated proficiency in multi-tasking and prioritization
• Adept ability to handle upset customers and proactively manage conflict in public spaces
• Proficiency in MS Excel, Word, and social media posting and analysis tools
• Knowledge of and passion for Blizzard Entertainment games
• Strong understanding of Customer Service departmental policies and procedures

Attributes

• Highly detail oriented with a critical eye for editing format, grammar, and tone
• Commitment to global teamwork and relationship building
• Ability to work under pressure in a fast-paced, high-volume environment
• Drive for self-improvement
• Flexibility to work any shift as needed

Extra Points

• Strong written fluency in any additional non-English languages supported by Blizzard Entertainment
• Proficiency in image editing software or 2D graphic art
• Proficiency in video editing software (e.g. Premiere Pro)