Social Media Support Specialist

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match!

Your territory

As part of our Customer Experience team, you will:

• Work in an international company that puts their customers first and wants to provide an outstanding customer service experience

• Monitor social channels and inboxes and provide swift, helpful responses via social media tools and email

• Identify and escalate complex or high-priority customer complaints to the appropriate departments (e.g. Technical Support, Management) while ensuring the customer is kept informed

• Protect Tractive's brand image by maintaining a polite, professional and empathetic tone, even in challenging situations

• Use your quick thinking and negotiation skills to ensure customer satisfaction and optimize processes when it comes to solving customer requests

• Utilize your tech know-how to efficiently address and troubleshoot technical issues

• Enjoy working with AI and automation tools to continuously improve our customer support processes

• Work cross-functionally with the Community & Marketing Team as well as our Social Media Team

• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”

• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• Familiarity and professional experience with social media platforms such as Facebook, Instagram, X, TikTok, Trustpilot and similar channels

• Familiarity with Sprout, Brandwise or similar social media management tools

• Experience with engaging in community forums is a plus

• Excellent English skills (C2)

• Any additional language skills are a plus

• Ideally, professional experience in customer service and with ticket systems

• Valid work permit for Austria (mandatory and non-optional!)

Does this sound like you?

• Interested in new technologies

• Team player with strong communication skills

• Proactive, self-sufficient and motivated to learn

• Excited to work in Austria alongside an outstanding team

• Happy to work in a company with flat hierarchies and short decision paths