Social Support Specialist

What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Our mission is to help small businesses and entrepreneurs create and grow their businesses online. Six years and millions of users later, we’re still going strong.

We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.

Our Values

Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.

What you will be doing

As part of Later’s Customer Happiness social support team, you will enable Later's customers to realize their visual marketing objectives through the use of Later's visual marketing platform by providing support through our social channels. Through both public and private comments and messages, you will intuitively understand our users’ needs and provide prompt, empathetic, and friendly support.

We believe that the best way of learning is by doing. During your first four weeks, you will be learning while helping our users. Being resourceful, responsible and motivated is key to your success as a Social Support Specialist. Our passionate, supportive team thrives on investigation, reliability and remaining nimble.

Responsibilities

• Communicating directly with customers to answer questions and address issues through our social channels, including Facebook, Instagram DMs and Twitter
• Helping customers by identifying their goals, directing them to best practices, and answering product questions through private message, public communication, and our online support community
• Managing our social channels and prioritizing them efficiently
• Ensuring all of our users are provided an excellent customer experience
• Helping improve Later’s help documentation
• Assisting in developing best practices for handling support requests
• Identifying and tracking customer feedback to better advocate on behalf of our users

Need to Have

• At least 1 to 3 years experience in a customer support role, preferably within a Software as a Service (SaaS) company
• Experience supporting customers through a helpdesk such as Zendesk, or a social media management tool such as Sprout Social

Nice to Have

• You have experience supporting customers using social media channels
• You have experience moderating user communities
• You love working with others to achieve a common goal
• The tech start-up industry is where you want to be. You thrive in a fast-paced, high volume environment and get excited to learn more, push boundaries and innovate every day
• You're extremely analytical, meticulous and organized
• You can navigate through difficult conversations with professionalism and maintain a calm and empathic approach
• You can talk technical with engineers and then explain that same conversation in simple terms to your grandma

Culture/Benefits

• We are passionate about learning and development, providing opportunities through lunch and learns, training and workshops. We also provide each employee with a $3000 per year Education & Conference budget.
• We provide our employees with a monthly Wellness Spending Account, to help cover costs related to fitness equipment, personal training, gym memberships, or health and wellness practitioners.
• We provide our team with a generous technology bonus and provide the tools you need to succeed in your role.
• We offer a comprehensive benefits package including health, dental, vision, and an Employee and Family Assistance Program to support the wellbeing of you and your family.
• We offer flexible working hours & schedules so you can work around school and home commitments.
• We offer parental leave top-ups, family forming support, and a life-transitions program to ensure you and your family are well supported when returning to work
• We provide a variety of workshops, meditation, and yoga at our monthly Wellness Wednesday events to help our team perform at their best.
• All departments have quarterly department team building activities
• We fly all employees in or out to join us at our fun-filled annual company retreat.
• Later values diversity of thought; we are committed to creating a diverse environment and are proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, national origin, disability, or age.

Working Locations

Later is proudly founded and based in Vancouver. Our team can work remotely from one of our hub city locations: Vancouver, Toronto or London UK. We post our positions in the hub location that we are looking to hire for that role. By the end of 2022, our goal is to move to a hybrid working model to offer the flexibility of working remotely from a hub city and connecting in person.

Note about applying:

This is the best place to submit your application for it to be reviewed by our team.

#LI-Hybrid