Social Media Customer Support Jobs (NOW HIRING)

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Social Media ManagerACCOUNTABILITY STATEMENT
As the Social Media Manager, you will lead VyStar Credit Union's social media presence across all social platforms, driving brand awareness, product acquisition, follower growth, and positive member & community engagement through engaging social-first content. You will serve as a key social ambassador between internal departments, external partners, developing and executing a comprehensive social strategy that builds VyStar's reputation as the credit union of the Southeast. Reporting to the Vice President, Creative Director & Social Media, you will manage campaigns, content, social care, analytics, and agency relationships, while staying ahead of emerging platforms, trends, and technologies. Driving innovation through creativity and implementing AI in workflows will be critical for success.

ESSENTIAL JOB FUNCTIONS

• Own the social media content calendar and lead hands-on content creation across all platforms, including writing captions, scripting short-form video, and directing or producing assets independently or with agency partners; manage user-generated content strategy to include contesting.
• Champion social-first creative innovation, working with copywriters and designers to ensure content is engaging and stops people in their scroll.
• Monitor social media keywords, trends, and user engagement and suggest content optimization.
• Develop and manage social media KPIs, monthly reporting and data for senior management presentations, and demonstrate how data informs evolution of social strategy.
• Stay on top of social trends and changes to platforms.
• Collaborate with Marketing, Sales, Product Development, Compliance, external partners and Agency teams on social content to drive growth of branded social media platforms.
• Manage social media response processes procedures and social care team members to ensure best-in-class member experience.
• Ensure social media policies and procedures are aligned with financial rules and regulations that govern the credit union
• Participate in on-site activation events as needed.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus - Focus your full attention by carefully listening to and observing client or member.
• Connect - Consistently be friendly and approachable. Demonstrate your care.
• Understand - Listen empathetically and ask questions (70%/30% rule).
• Counsel - Recommend solutions based on your member's needs and objectives.
• Advance - Ensure that member's expectations were exceeded.
• Verify necessary follow-up actions.

JOB QUALIFICATIONS

EDUCATION

BS degree in Marketing, Communication, or relevant years of experience

EXPERIENCE

• 7+ years' experience in marketing role, inclusive of:
• 6+ years' supporting social marketing programs including social care/response, organic content and engagement and paid social promotion across platforms including Facebook, Instagram, Twitter, LinkedIn, Pinterest, TikTok and YouTube
• 3+ years' experience managing social media content and engagement, measurement and listening through automation tools such as Sprinklr, HubSpot, and Chatmeter.
• 3+ years' experience providing customer support through social platforms.

JOB KNOWLEDGE, SKILLS, & ABILITIES

• Extensive knowledge of social media marketing management and analytics tools such as Sprinklr, HubSpot, Chatmeter to manage social media content and engagement, measurement and listening.
• Strong quantitative and analytical skills; comfortable with analyzing data and reporting on actionable insights.
• Deep understanding of SEO and web traffic metrics, social media KPIs and how they drive growth.
• Excellent writer with proven ability to manage customer service issues.
• Communicate with industry professionals and influencers to create a strong network.
• Provide constructive feedback to colleagues, agency partners and internal stakeholders.
• Hands-on content creator - comfortable writing captions, scripting and directing short-form video, and producing or editing basic social assets independently; photography and video production skills strongly preferred.
• Critical thinker and problem-solving skills
• An elevated level of interpersonal skills and social sensitivity are required. The candidate works with employees on all levels of the organization. The candidate is a resource for the organization and must be an effective listener and communicator. The candidate must set an example in attitude, behavior, and work ethic.
• Excellent multitasking skills
• Strong leadership and negotiation skills with business and technical groups include ability to share knowledge, resolve conflicts and build consensus among many stakeholders.
• Experience of nurturing and developing talent within teams
• Positive outlook, strong work ethic, and responsiveness to all internal and external stakeholders.
• Successful record of accomplishment leading projects and project teams in a dynamic, fast paced environment
• Business acumen, with excellent analytical and problem-solving skills
• Must also have exceptional presentation, communication, and negotiation skills and present to senior management as needed.
• Advanced knowledge of PowerPoint and Excel
• Ability to use project management tools like Adobe Workfront, SharePoint and Microsoft teams.
• Proficiency with content creation and design tools such as Adobe Creative Cloud, Adobe Express, Canva, or CapCut for producing and editing social assets.
• Deep knowledge of platform-specific best practices across Facebook, Instagram, LinkedIn, TikTok, YouTube, and Pinterest - including format, aspect ratio, caption length, hashtag strategy, posting cadence, and native features (Reels, Stories, Carousels, TikTok Trends); stays current on algorithm changes and applies them to content strategy

DISCLAIMERS AND WORK ENVIRONMENT

• Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.
• The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources