Community Management Specialist

About Wego

We're on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we've imagined and created some of the most well-loved products for travelers all around the world.

Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That's why we work tirelessly to make your experience of planning & booking flights, hotels, and trips as seamless as possible.

Team Description:

Our Customer Service team is at the heart of Wego's operations, ensuring travelers receive seamless assistance across all stages of their journey. The team operates 24/7 to support customers worldwide with their flight, hotel, and travel-related needs. We pride ourselves on delivering fast, reliable, and empathetic service, whether it's resolving booking issues, handling ticket modifications, or guiding customers through travel processes.

The Role:

We are looking for a dynamic Community Management Specialist to join our team. In this role, you will be responsible for communicating with customers across various social media platforms while representing our company. To succeed as a Community Management Executive, you should be highly skilled at using social media platforms, tools, and technologies effectively.

Ultimately, an outstanding candidate should be goal-oriented, proactive, and have a strong understanding of the customer experience.

What you will be working on:

You will manage and engage with our online community across multiple platforms, ensuring timely responses, consistent brand messaging, and strong customer relationships. You will also monitor feedback, identify opportunities to improve customer experience, and support the marketing team in amplifying our brand presence.

Core Responsibilities:

● Respond to customers across all channels (Twitter, Facebook, Instagram, LinkedIn, YouTube, Google Play, and App Store) in a timely manner.
● Ensure no comment goes unanswered for more than 2 hours on any channel.
● Develop and maintain the brand's social voice across all communication channels, ensuring a cohesive tone that aligns with social media guidelines.
● Identify and engage key active consumers to strategically create "surprise and delight" opportunities.
● Track recurring customer requests to help identify potential product features, content needs, or improvements, and communicate insights to the relevant teams.
● Create and maintain an engaging social voice and strategy.
●Monitor performance, analyze results, and recommend adjustments to improve engagement and outcomes.
● Stay updated on all company products, features, services, ongoing campaigns, and competitions.
● Actively engage with existing and potential customers to foster strong relationships and conversations.
● Prepare weekly and monthly reports on customer satisfaction, response times, escalations, and related metrics.
● Collaborate with the Marketing and Social Media teams to ensure consistent brand messaging.
● Forward and escalate customer feedback to the appropriate department, ensuring timely resolution.
● Keep track of positive user feedback that can be repurposed for social media content.
● Communicate any recurring issues related to Wego or its partners to the relevant teams. 

Skills and experience:

● Minimum of 2 years of experience as a social media representative or in a similar role.
● Prior customer service experience.
● Excellent knowledge of social media best practices.
● Proficiency in using multiple social media platforms such as Twitter, Facebook, Instagram, LinkedIn, and YouTube.
● Excellent communication and interpersonal skills.
● Ability to work independently in a fast-paced environment.