IKONICK

CURRENT OPENINGS

Jobs

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?