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Community Representative

THE LOW DOWN

 

East Side Games is on the hunt for a social mediavore to be our Community Representative. You (yes, you!) are talented with all things related to online customer support and are able to work Wednesday through Sunday. You are a sponge that absorbs the vibe of our players in order to monitor satisfaction & engagement. You are a company cheerleader (minus the pom-poms) with a concierge mentality. Most of all, stick and stones may break your bones, but you still give our gifts to our players!

 

WHAT YOU WILL BE DOING

  • Responsible for maintaining under 150 tickets rolling three-day average.
  • Maintain a response time of 48 hours minimum with 24 hours as stretch target.
  • Ensure posts go out on time every day and remain relevant while adhering to the CS post policies.
  • Monitor FB Page insights on a daily basis and reports trends for high-performing content.
  • Manage social media avenues including Facebook, Twitter, Instagram, etc.
  • Duplicate bugs and other known issues and log these in Assembla, while working closely with your lead to assess priorities.
  • Participate in communication and content release strategy discussions, including messaging, moderation and outreach policies, cadence and engagement methods.
  • Attend industry events. As part of the Community team, you are a representative of all things ESG, and the community needs to see it!
  • Use in-house analytics tools and other measurement tools to provide reports on metrics and continually find ways to improve on those metrics through testing and new initiatives.
  • Track/update your assigned tasks/hours twice a day in our project management software.

 

*** Duties and responsibilities outlined above are representative, but not all-inclusive.

 

WHAT YOU NEED

  • 2+ years' experience in online communications, client relations, &/or customer support.
  • Bachelor’s degree and/or College Diploma in business, marketing, or communications or equivalent experience.
  • Strong written and verbal communication that is influential.
  • Excellent relationship building skills.
  • Demonstrated active involvement in social networking (Twitter, blogs, communities, and all that jazz)
  • Experience crafting and managing email marketing campaigns.
  • Strong facilitation and presentation skills.
  • Experience with Facebook online support/community management an asset.
  • A passion for social and mobile games!

 

NICE TO HAVES

  • Experience with social and mobile games preferred.
  • Experience in business or marketing analytics preferred.

 

WHAT’S IN IT FOR YOU

Check out our amazing CULTURE and BENEFITS on our website.

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