Customer Support & Social Media Engagement Specialist

Job Description:
We’re looking for a proactive and versatile Customer Support & Social Media Engagement Specialist to join our growing Educational Program team. This hybrid role combines exceptional customer service with creative social media engagement to provide seamless support to our students and foster a vibrant online community.

The ideal candidate is skilled in managing student inquiries, resolving issues, and engaging with followers across social platforms to amplify brand presence. Over time, you’ll become an expert in our course content, enabling you to provide thoughtful support and insights to students while maintaining a fun, inclusive community.

Key Responsibilities:

1. Customer Support:
- Respond promptly to inquiries via email, DMs, and other channels (GoHighLevel), ensuring a positive and professional tone.
- Troubleshoot and resolve issues, including course access, payment challenges, and technical difficulties.
- Maintain an organized system to track inquiries, resolutions, and common questions.
- Develop and update FAQs to streamline responses and improve the student experience.

2. Social Media Engagement:
- Actively engage with followers by replying to comments, answering DMs, liking posts, and sharing content to stories.
- Identify opportunities to connect with the audience and drive meaningful engagement on Instagram & TikTok.
- Collaborate with the team to ensure content aligns with community engagement goals and drives interaction.

3. Community Moderation:
- Monitor and manage the online community to create a positive, inclusive, and supportive environment on socials and eventually within our own community hub on a platform we will build in the near future (discord, for example).
- Address concerns or conflicts within the community tactfully and professionally.
- Encourage student participation, discussion, and collaboration within the community.

4. Course Support:
- Absorb and understand Kazumi University’s course content to assist students with relevant questions and guidance.
- Stay up-to-date with updates and new modules to provide accurate, informed support.

5. Content Coordination:
- Support social media scheduling and post coordination, ensuring consistency across platforms.
- Assist in tracking content performance to inform future strategies.

Summary of Platforms you will moderate: Instagram, TikTok, Google Mail, our messaging app on GoHighLevel (text message marketing app where students tend to directly text us with questions), Kajabi (where our course is hosted), a future community hub (Discord, for example), as well as a Stripe to doublecheck payment issues (payment processor).

Requirements:
1. Exceptional communication skills with a professional tone.
2. Proficiency with major social media platforms (Instagram, TikTok) and best practices for engagement.
3. Strong organizational and multitasking skills to manage customer service and social media simultaneously.
4. Experience in customer service, community management, or social media engagement.
5. A proactive mindset with the ability to identify and solve problems independently.

Preferred Qualifications:
1. Familiarity with online course platforms (Kajabi) or community management tools.
2. A passion for creating meaningful online connections and supporting student success.
3. Previous experience moderating communities or managing social media accounts.

What We Offer:
Flexible part-time schedule with room to grow, full time hours available based on tasks needed.
A chance to work with a dynamic, supportive, and growing online community.
Opportunities to enhance your skills in customer service, social media, and community engagement.

To Apply:
Please send your resume, a brief introduction, and an example of how you’ve successfully managed social media engagement or customer support in the past to. Bonus points if you can share a community or social account you’ve helped grow or moderate!