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About the team

It's no secret that Meesho is making massive leaps toward becoming the most used e-commerce app in India. 💪 As we continue our rapid growth, our Social Media Excellence Team plays a critical role in transforming customer interactions into powerful brand experiences. This specialized team works at the intersection of customer service, crisis management, and brand communication. We are the frontline defenders of Meesho's reputation, turning potential escalations into opportunities to showcase our commitment to customer satisfaction. Our team consists of empathetic problem-solvers who thrive in fast-paced environments and are passionate about creating exceptional user experiences. We collaborate closely with cross-functional teams including product, operations, and logistics to resolve user issues promptly and effectively. Our north star is to make Meesho synonymous with outstanding social media management in the e-commerce space while ensuring every customer feels valued and heard. We live by the principle of working hard and partying harder — because creating outstanding customer experiences is both challenging and rewarding! 😉

About the role

As a Social Media Excellence Specialist, you'll be responsible for monitoring, managing, and resolving customer escalations across all social media platforms. You'll transform negative experiences into positive ones through empathetic engagement and swift resolution. Using data-driven insights, you'll identify patterns in customer issues and collaborate with internal teams to implement systemic solutions. You'll become an expert in crisis management, developing playbooks for various scenarios and ensuring Meesho maintains its reputation for exceptional customer care. You'll also contribute to establishing industry-leading social media management practices that set Meesho apart from competitors. You'll keep abreast of the latest social media trends and understand how to capitalize on opportunities as they arise. You'll challenge convention with out-of-the-box ideas 💡 and always look to push the envelope in creating memorable customer experiences that generate positive word-of-mouth.

What you will do

  • Monitor social media channels for customer issues and proactively address potential escalations before they intensify
  • Manage a team of associates who will respond to customer concerns with personalized, empathetic communication that demonstrates genuine care
  • Track customer sentiment and develop strategies to improve overall perception
  • Maintain ownership of customer issues from first contact to final resolution
  • Develop and implement escalation protocols that ensure swift resolution
  • Create comprehensive dashboards to track key metrics including response time, resolution rate, and sentiment improvement
  • Identify recurring issues and work cross-functionally to implement permanent solutions
  • Transform dissatisfied customers into brand advocates through exceptional service recovery
  • Help establish Meesho as a benchmark for outstanding social media management in e-commerce

    • What you will need

  • 1-3 years of experience in social media management or customer service, preferably in e-commerce or related industries
  • Exceptional communication skills with the ability to adapt tone for different situations and platforms
  • Strong problem-solving abilities and creative thinking under pressure
  • Experience with social listening tools and analytics platforms
  • Deep understanding of major social media platforms and their unique dynamics
  • Ability to work effectively in high-pressure situations and manage multiple priorities
  • Empathetic approach to customer concerns with genuine desire to help
  • Knowledge of regional languages to address our diverse customer base (preferred)
  • Experience in crisis management or reputation management (preferred)
  • Familiarity with CRM systems and ticketing platforms (preferred)
    • Apply Now