Social Media Support Representative

Viome is an innovative biotech startup that applies AI and machine learning to biological data – e.g., microbiome, transcriptome and metabolome data – to provide direct-to-consumer personalized dietary and lifestyle recommendations for healthier living. We are a small, fast-growing, interdisciplinary team of passionate experts in biochemistry, microbiology, medicine, artificial intelligence, and machine learning with a shared mission to make illness optional.
 
We are seeking a Social Media Support Representative  to take ownership of Viome’s online channels and provide engaging and helpful feedback to customers and our community. This is a role for someone who’s excited about working for a company that is passionate about making a difference and is able to handle all types of personalities with the utmost respect and professionalism. They will work closely with Viome’s marketing team to effectively monitor campaign activity and potential issues that arise. This person will help maintain content quality across platforms, help educate customers on our tests, and ensure Viome’s brand voice is always consistent. 
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The goal is to gradually achieve superior customer engagement and intimacy, website traffic and revenue by strategically exploiting all aspects of social media marketing roadmap.
Our Social Media Support Representative should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels. You are responsible for joining relevant conversations on behalf of the brand and “soft selling” the product by providing support to current and prospective customers.

This is a full-time position at our offices in Bellevue, WA reporting to Viome’s Marketing Manager. 

  • Ensure Viome’s brand voice on all posts and responses on social media platforms.
  • Ensure content is consistent with Viome’s messaging and Viome products.
  • Constantly scanning content for grammar. 
  • Responding to customer comments and messages on channels such as Amazon, Facebook, Twitter, Instagram, Youtube, and blogs. 
  • Responding to customer complaints and working with our Customer Service team and lab to resolve them efficiently.
  • Utilizing our brand monitoring tools and alerting, in real-time, if any potential crises occur
  • Manage all assigned project work in a timely manner.
  • Maintain up-to-date knowledge of product and industry information.
  • Quickly identify a customer's problem, report it correctly, and provide customers with reasonable solutions to the problem.
  • Follow-up with customers on any outstanding matters and provide additional assistance as needed.
  • Provide world-class customer service and immediate resolution to inquiries at the point of customer contact.
  • Proactively engage with groups and individuals that are associated with Viome or in line with Viome’s mission.
  • Train new Customer Experience social media support specialists as needed.
  • Weekly reports on top feedback from customers.
  • Help to regularly audit Viome website to ensure that content is up-to-date and consistent with service offering.

Requirements:

  • Some college is preferred with job experience in marketing and sales
  • Must be computer literate and familiar with Google tools, Facebook, Instagram, Youtube, Twitter, Amazon, etc.
  • Great multitasking skills.
  • Prioritize and effectively manage time.
  • Good judgment and independent decision making.
  • Effectively interact in a professional and courteous manner with customers.
  • Works independently with minimal guidance.
  • Possess strong organizational skills, be detail oriented, work in pressure atmosphere
  • Be punctual, dedicated and have the desire to learn & grow with the Company
  • Demonstrated proficiency composing written communications.
  • High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities or tasks.
  • Self-motivated and goal oriented with a strong work ethic.
  • Cool under pressure.
  • FLEXIBILITY IS NEEDED.


Nice-to-haves:
  • Understanding of HIPAA compliance and human subjects research (IRB) a plus
  • Professional experience in the health/wellness sector or a personal interest in this area
  • Start-up experience
  • Photography, editing, videography, video editing and motion graphics skills a plus

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