Social Support Coordinator

About us

Bugaboo has been pioneering parenting products since 1999. We design for the future and bring a mindset of innovation, curiosity, and creativity to everything we do. We also pride ourselves on the unrivaled engineering of our award-winning products, which are built to last and crafted to help simplify everyday life for families.

At the core of our business, we believe in doing the right thing and taking responsibility. For our planet, we’ve pledged to reduce our CO2 emissions to net zero by 2035. Our B Corp Certification™ also reflects our commitment to accountability, transparency, and making products with a smaller impact. For our people, we focus on diversity and creating an environment where everyone feels heard, safe, included and valued. This commitment to our company culture spans our global teams, from our HQ in Amsterdam to our factory in Xiamen, China.

We’re passionate about unlocking potential, and we’re driven to revolutionize our industry again and again. Together, we’re shaping a new future --- do you want to join us for the journey?

As a Social Support Coordinator, you will be responsible for monitoring various social media channels, responding to customer queries promptly, resolving issues efficiently, assisting with content creation, and maintaining a positive brand image through effective communication with customers online. The role requires strong communication skills, problem-solving abilities, and a good understanding of both customer service principles and social media platforms. Additional responsibilities will include but are not limited to assisting with live chat, customer emails, incoming phone calls, reviews, and cross-function collaboration.

Bugaboo North America is a fully remote, highly collaborative team with members across North America. You will report to the North America Customer Service Lead. This is a full-time, hourly (non-exempt) position and you will be expected to work a 40 hour workweek. This candidate should be available to work Monday-Friday and actual scheduled shifts can be based upon your location and your time zone.

What will you do?

You will be responsible for engaging with our audience to address inquiries, feedback, and comments. You will be expected to provide correct solutions to customers (know how to troubleshoot) and identify replacement components.

• Monitor all company social media channels to promptly respond to inquiries, feedback, and comments from customers and followers.
• Act as the primary point of contact from start to finish for customer inquiries received via social media platforms, providing timely and helpful responses.
• Maintain a consistent brand voice and tone across all social media interactions, reflecting the company's values and customer-centric approach.
• Proactively identify opportunities to engage with followers, initiate conversations, and foster positive relationships with the online community.
• Assist in the creation of social media content, including posts, images, reels, and videos, to enhance engagement and promote brand awareness.
• Monitor social media analytics and metrics to evaluate performance and identify areas for improvement.
• Monitor social media trends, discussions, and competitor activities to stay informed and adapt strategies as needed.
• Enter relevant information via Salesforce such as customer data, product issues, warranty claims, service orders, and customer feedback.

What you will bring to the table

• Bachelor's degree in marketing, communications, business or a related field.
• 1-2 years previous experience in social media management, customer service, or a related role preferred.
• Strong written and verbal communication skills, with the ability to craft clear and engaging messages tailored to different social media platforms and audiences.
• Creative mindset with the ability to generate ideas for social media content and campaigns.
• Excellent customer service skills, including patience, empathy, and a commitment to resolving customer issues effectively.
• Strong phone contact handling skills and active listening
• Preference for candidate to be based in the Greater NY area, but not required

And last but not least!

Live our core values: ownership, collaboration, transparency and simplicity. Challenge yourself and the team to increase our ambition and to accomplish our mission. Make mistakes along the way and learn from them.

What we offer

• An enthusiastic team of friendly, driven colleagues with love for our mission and brand.
• An inspirational, fast-growing international work environment in which you can make a difference.
• Holiday swap (you are free to exchange a public holiday for another day that is more important to you).
• Access to wellness hub OpenUp (monthly wellbeing webinars, individual coaching and an employee assistance program).
• Eligible to participate in Bugaboo’s bonus plan.
• Fully remote working and the opportunity to work from anywhere in the world 8 weeks of the year.
• A Bugaboo stroller when expecting a baby and Bugaboo friends & family discount of 20%.
• Day off on your birthday & day off for volunteering activities.
• 11 holiday days per calendar year.
• Working from home allowance plus a home-office setup budget.
• Eligibility for Bugaboo’s retirement savings plan.
• Vacation and sick time.
• Medical benefits (health, dental, and vision).

Compensation

Pursuant to applicable state regulation regarding pay transparency, Bugaboo discloses the following compensation details for this position: the annual base salary range for this position is $41,300- $59,000 ($19.86/hour - $28.37/hour); contingent on the applicant’s relevant experience, education, job-related knowledge, skills and other qualifications, and includes eligibility for performance-based bonuses.

Once you apply

Our Talent Acquisition team will contact you to go through your application.

This is followed by a 1st interview with the hiring manager.

Both have a positive feeling? Then the 2nd interview and optional 3rd interview will follow. Are you and Bugaboo still as enthusiastic at the end of the process? Then you will receive an offer to join the Bugaboo Team.

Bugaboo operates globally and has employees working together from all over the world. If you want to be part of a growing and successful company where we not only find a sustainable footprint important but also a sustainable career, you’ve come to the right place. Bugaboo believes in the power of diversity so we are looking for your unique perspective, background and open mindset to build the best-in-class collaborative teams. We're ready for the ongoing work that goes into building a more inclusive and supportive place for you to do the best work of your career.

If you think you can make a difference to our team we would love to hear from you. Go ahead and apply!