Customer Success/Engagement Manager
Role Summary:
The Customer Success/Engagement Manager is responsible for driving meaningful engagement across both social media and customer service channels, ensuring that customers have a positive experience from their first interaction to post-purchase support. This role requires a hybrid skill set in social media management, customer support, and relationship building. The goal is to create an end-to-end customer journey that increases satisfaction, loyalty, and brand advocacy.
Key Responsibilities:
Social Media Engagement:
• Post and schedule engaging content across social platforms (Instagram, Facebook, TikTok).
• Respond to comments, messages, and customer interactions on social media with a consistent, brand-appropriate voice.
• Foster relationships with influencers, brand advocates, and customers through proactive engagement.
• Develop and execute social media strategies that increase brand awareness and grow follower count.
Customer Service & Success:
• Respond to customer inquiries across all channels (email, chat, social media) in a timely and helpful manner.
• Troubleshoot customer issues and collaborate with other departments to resolve problems efficiently.
• Build and maintain relationships with customers, ensuring high levels of satisfaction and loyalty.
• Identify opportunities for upselling or cross-selling based on customer needs.
• Ensure that customer service KPIs (response time, resolution time, etc.) are met consistently.
Brand Advocacy & Engagement:
• Act as a brand ambassador, ensuring all customer-facing interactions reflect the brand’s values and tone.
• Monitor and drive customer engagement by identifying key opportunities for interaction through social media and customer service channels.
• Proactively engage with customers post-purchase to ensure satisfaction and identify areas for improvement.
This combined role helps align social media engagement with customer service, positioning IKONICK for strong customer retention and positive word-of-mouth. This is a full-time, entry-level, remote role.
There are two parts to this process. Please email Part 1 below to mark@ikonick.com with the subject line: CUSTOMER SUCCESS
If you do not follow the instructions below and answer the 3 questions in full, you will not be considered for Part 2.
PART 1
Why You?
In 300 words or less, explain why you believe you are the best candidate for this role.
Social Media & Resume
Please provide your Instagram handle, LinkedIn profile, and/or resume.
Social Media Engagement
After reviewing how IKONICK engages with comments on social media, what are two things you would change or improve?
