Social Media

4 days ago

Langley, Canada Inno Foods Inc Full time

**Social Media & Customer Support Specialist**

**Key Responsibilities**

The Social Media & Customer Support Specialist will support both marketing and customer care operations across Inno Foods. Responsibilities are grouped into two primary areas of focus**:social media and content creation** (~75% of role) and **customer support and community engagement** (~25% of role). Actual time allocation may vary based on business needs.

**1. Social Media & Content Creation Responsibilities**
- Plan, shoot, edit, and publish engaging short
- and long-form video and photo content for multiple brands across platforms including Instagram, TikTok, and Facebook.
- Manage content calendars and posting schedules for the following brands:

- **Inno Foods (North America)**
- **Inno Foods Korea**
- **The High Point Resort**
- **West Coast Edge Furniture**
- Appear on-camera and/or provide voiceovers as needed to support product features, lifestyle content, and brand campaigns.
- Travel to The High Point Resort (up to two 2-day trips per month) to capture location-specific content.
- Monitor engagement metrics, test content variations (A/B testing), and report on performance insights.
- Collaborate with the marketing team to brainstorm campaigns, align visual storytelling with brand strategy, and ensure tone consistency across all content.
- Stay informed on current social media trends, platform algorithm changes, and visual best practices.
- Ensure proper consent and usage rights when creating content that includes staff, guests, or external contributors.
- Monitor brand channels for off-brand or inappropriate content and flag for moderation as needed.
- Maintain documentation of successful formats, workflows, and content plans to support continuity and internal knowledge sharing.

**2. Customer Support & Community Engagement Responsibilities**
- Use the **Gorgias** customer service platform to manage support tickets: triage, categorize, tag, and log interactions accurately.
- Follow established customer service processes outlined in the **Customer Care Manual** to ensure consistency and policy alignment.
- Actively contribute to updating the Customer Care Manual by identifying recurring issues or required policy clarifications.
- Escalate complex or sensitive issues (e.g., product concerns, order problems) to the appropriate internal team (QA, logistics, marketing) and follow up until resolution.
- Represent the brand with a tone that is friendly, empathetic, professional, and aligned with Inno Foods’ customer experience standards.
- Summarize recurring feedback, product concerns, or notable support trends in weekly reports to the marketing and operations teams.

**3. Cross-Functional & Administrative Responsibilities**
- Collaborate with QA, logistics, and marketing teams to improve the efficiency and effectiveness of customer issue resolution.
- Maintain a high standard of internal communication, particularly when handing off or escalating customer cases.
- Ensure all social content and customer support activities are documented, searchable, and organized for future team use.
- Remain flexible and responsive to varying workload demands, recognizing that customer service needs may fluctuate day to day.

**Job Types**: Full-time, Permanent

Pay: $24.00-$26.00 per hour

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Location: In person

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