CX Social Media Specialist

Company Overview:

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview:

Social Media (CX) Coordinator will take on the direct management of the BPO responsible for user interactions on social media platforms, ensuring efficient and strategic customer service. Additionally, the team will generate insights to optimize operational performance and drive the continuous improvement of KPIs.

The candidate will have a strong analytical background, experience in customer operations, and a deep understanding of social media platforms to drive impactful decisions.

Role Responsibilities:

• Social Media Monitoring and Insights Generation:
• Identify operational opportunities and generate insights by monitoring and analyzing social media activities.
• Monitor and analyze CX performance indicators to ensure service excellence and identify areas for improvement;
• Use advanced Social Media tools (e.g., Hootsuite, Sprinkler, Stilingue) to track trends, conversations, and brand sentiment.
• Stakeholder Collaboration:
• Incorporate both quantitative and qualitative data to improve the user journey and experience.
• Competitive Intelligence:
• Monitor market trends, competitor activities, and emerging risks across various business areas (Food, Ridesharing, Fintech).
• Identify situations with the potential to go viral and proactively develop mitigation strategies to protect brand health.
• Social Media Expertise:
• Stay updated on the latest features, functionalities, and trends across platforms such as Instagram, Facebook, X, YouTube, and others.
• Act as a subject matter expert on social media dynamics for cross-functional teams.
• Cross-Business Collaboration:
• Work collaboratively across departments and geographies while maintaining the ability to act independently in a fast-paced environment.

Role Qualifications:

• Bachelor’s degree in Marketing, Communications or a related field.
• 3-5 years of experience in social media platforms or a similar role.
• Proven experience with listening tools (e.g., Brandwatch, Sprinkler, Stilingue) and social media analytics.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience in customer experience operations or related fields.
• Excellent communication skills to present findings to diverse stakeholders.
• Strong knowledge of social media platforms and their functionalities.
• Ability to thrive in a cross-business, multicultural environment and work collaboratively across teams and regions.

EEO Statement:

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms