Customer Care Manager - Social Media Channels ( all genders welcome )

Paysafe (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone regardless of race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note: this is a Vienna based job! Working permit for Austria is required in advance. 

What would be your major responsibilities?

• Serve as main point of contact for social customer care of our three brands
• Audit current SCC framework and develop action plan
• Build SCC infrastructure (wording templates, workflows, escalation plans…)
• Align SCC worfkflows with existing customer care workflows
• Set up engagement tool Brandwatch (in collaboration with vendor)
• Provide day-to-day SCC support (max. level 2) for various social touchpoints
• Social Channels: Instagram, Facebook, Twitter, YouTube
• Review Channels: Trustpilot, AppStore, Google Play Store
• Monitor work queue volume & adjust resource accordingly
• Keep up with social engagement trends
• Establish & manage KPIs and benchmarks
• Report monthly on relevant KPIs

Is this you?

• Academic degree in Business Management, Marketing, Digital Marketing or equivalent education is desirable
• 2+ years relevant working experience in CRM  
• Core understanding of social media channels
• Knowledge in online reputation management & social listening
• Experience with social listening tools and / or Brandwatch 
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Visio)
• Passion to ensure a great customer service experience
• Strong communication & interpersonal skills
• Excellent time management & organization skills
• Able to multi-task & assess priorities
• Strong initiative & dedication to quality
• Self-motivation & self-reliance
• Adaptable, flexible, and willingness to embrace change
• Personal interest in Gaming / Gambling / Online Entertainment is appreciated
• Full proficiency in English, additional language skills advantageous (i.e. Spanish, German)

Why should you work for us?

• A promise to ourselves to live the values: Pioneering, Courageous, Open & Focused. Our four values are the heart of everything we do & inspires how we work together.
• A global community of pioneers who want to impact the payment industry globally
• An international, diverse & inclusive working environment onboarding people like you!
• Modern & well-equipped office with excellent public transportation connections in the South of Vienna
• Flex-time & hybrid working model combining remote-work & office-days within Austria
• A lot of initiatives such as Summer-hours, wellbeing afternoons & no-internal meeting days to focus on what is really important for you
• Paysafe Days to celebrate achievements together during a festive global event
• An one-day volunteering allowance to support a cause you care about in your community
• Flexible meal allowance system combining grocery shops & restaurants in Austria up to € 8,- per day
• International development & career opportunities if you are ready & open for that
• Competitive annual gross salary starting from € 37.000,-  up to € 45.000,- of course adjustable to your level of experiences & qualifications for the role.
• A performance driven bonus system is on top of this gross salary! 

Please note: this is a Vienna based job! Working permit for Austria is required in advance.

Sounds interesting? We look forward to your application!

More information on: https://www.paysafe.com/en/careers/