Social Media Manager + Customer Service Rep

### **Mission:**

The purpose of this role is to efficiently manage customer service interactions while overseeing social media scheduling and content management for Podfluence, ensuring high client satisfaction and effective content distribution.

### **Outcomes:**

| # | Outcome | KPI | Measurement Method | Target | Timeframe |
| --- | --- | --- | --- | --- | --- |
| 1 | Timely client video delivery | Video delivered on time | Track delivery deadlines in Slack | 95% of videos delivered on time | Weekly |
| 2 | Social media content scheduling | Number of posts scheduled | Track the number of posts scheduled across platforms | 100% of approved videos scheduled within 24 hours | Weekly |
| 3 | Client communication | Frequency and quality of updates | Weekly client check-ins on Slack | 100% weekly client check-ins | Weekly |
| 4 | Caption creation quality | Quality of captions | Client feedback and engagement metrics | 90% client satisfaction with captions | Monthly |
| 5 | Efficient use of Notion for video upload | Timeliness of uploads to Notion | Track video uploads in Notion | 100% of videos uploaded on time | Weekly |

### **Key Responsibilities:**

- Download and manage approved videos from Frame.io.
- Upload videos to client folders and notify clients via Slack.
- Schedule videos across social media platforms.
- Generate captions for videos.
- Communicate weekly with clients via Slack for updates.
- Use Notion to upload clips and share them with editors.
- Collaborate with internal teams to ensure smooth workflow.

### **Key Competencies:**

- **Strong Communication Skills:** Must communicate effectively in English, especially in written form.
- **Tech Savvy:** Ability to quickly learn and use tools like Frame.io, Slack, Notion, and ChatGPT.
- **Time Management:** Must be able to handle multiple tasks and meet deadlines consistently.
- **Attention to Detail:** Ensure no errors in video uploads, captions, and scheduling.
- **Customer-Centric Approach:** A proactive approach to understanding and meeting client needs.

### **Time Expectations:**

| # | Task | Estimated Time Per Day |
| --- | --- | --- |
| 1 | Download and upload videos, notify clients | 1 hours |
| 2 | Schedule videos and generate captions | 2 hours |
| 3 | Weekly client check-ins on Slack | 1 hour (split across the week) |
| 4 | Upload videos to Notion and notify editors | 1 hour |
| 5 | Other tasks (emails, troubleshooting) | 1 hours |
| 6 | Communication and team meetings | 2 hours (split across the week) |

### **Job Description**

**Who We're Looking For:**
We are looking for a proactive, detail-oriented individual to join our team as a Customer Service Rep and Social Media Manager. This full-time, remote position is perfect for someone who enjoys working with clients and managing content distribution. The ideal candidate is someone with excellent people skills, a high level of integrity, and a passion for delivering quality service. This position requires working 8 hours a day, 5 days a week, on a night shift from 9 PM to 6 AM Philippine time to support our US-based clients.

**Responsibilities:**

- Manage client video content by downloading approved videos from Frame.io and uploading them to client folders.
- Notify clients via Slack once their videos are ready.
- Schedule approved videos across various social media platforms and create captions using ChatGPT.
- Weekly communication with clients via Slack to ensure satisfaction and address any issues.
- Manage video clips and workflows in Notion, ensuring they are delivered to editors promptly.

**Experience:**

- Previous experience in customer service or social media management.
- Familiarity with tools like Slack, Frame.io, Notion, and social media platforms.
- Experience with content creation or media production (preferred but not required).

**How We Will Help You Succeed:**

- Comprehensive training on our internal processes and tools.
- Ongoing support from your manager and teammates to help you stay on track.
- Access to resources to improve your skills and take on more responsibilities.



Please fill out this form to be considered:
https://docs.google.com/forms/d/e/1FAIpQLSfZoIWYwEffh9hPHkdN3Yi-c97vGcVm7XRb6qnDFRL9CsVyPA/viewform?usp=sharing