Social Care Specialist

Operations

  • San Francisco, CA

At Niantic, we’re passionate about real world, social, mobile experiences that inspire people to go on adventures with others. The Operations organization at Niantic fills the critical role of defining, implementing, and scaling innovative, people-centric programs and processes in service of our customers' needs.

We are seeking a Social Care Specialist to drive the planning, execution and day-to-day operations of the Niantic social media support program. You would be responsible for crafting and implementing the strategy for the Niantic Help social channels, including making regular posts on Niantic Support to advise and educate our passionate community of users and working closely with our vendor partners to support high quality communication across Niantic products. Additionally, you'll collaborate closely with the Product and Marketing teams to represent the players' point of view back to our development teams.

If you are highly organized, are an effective communicator and are enthusiastic about championing community feedback, we’d love to hear from you! This role is based at Niantic's headquarters in San Francisco.

Responsibilities

  • Develop and Implement strategy to innovate across social media channels and product forums to better support players and increase customer happiness and trust.
  • Work closely with Vendor Leads to ensure excellent operational support for our players.
  • Be the point of contact for our support agents; this includes, but is not limited to, answering policy questions, reviewing and implementing suggestions for process improvements, and following escalation protocols.
  • Collaborate with marketing teams and product support leads to plan, write, edit, and publish user-facing support content on social media and in product forums.
  • Represent the voice of the user in meetings with partners of varying levels and job functions.
  • Work with regional partners to collect input on regional and cultural differences and improve implementation plans.

Qualifications

  • BA/BS degree or equivalent practical experience.
  • 2+ years of relevant work experience in communications and/or user support, with significant experience in online community engagement and social media management.
  • You have in-depth knowledge and understanding of social media platforms (Twitter, Reddit, Facebook, etc.) and product forums and how they can be used to achieve business goals.
  • You have strong written communications and editorial skills.
  • You're an excellent problem solver with a customer focus.
  • Standout teammate and self-starter with a positive attitude.
  • Ability to effectively operate with high energy and flexibility in a dynamic, constantly evolving team environment.
  • Real passion for Niantic’s mission and products.

Plus If...

  • You have experience working with mobile gaming player communities.
  • You're familiar with social media customer service software and tools.
  • Your background is in support, brand management or marketing.
  • You're confident in analyzing and using data to make informed decisions and recommendations.

Join the Niantic team!

Niantic is the world’s leading AR technology company, sparking creative and engaging journeys in the real world. Our products inspire outdoor exploration, exercise, and meaningful social interaction.

Originally formed at Google in 2011, we became an independent company in 2015 with a strong group of investors including Nintendo, The Pokémon Company, and Alsop Louie Partners. Our current consumer titles include pioneering global-control game Ingress, record-breaking AR game Pokémon GO, and Pikmin Bloom. In November 2021, we launched our developer platform, Lightship, enabling creators to build immersive AR experiences around the globe.

Niantic is an Equal Opportunity employer. We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Bellevue, Los Angeles, New York, London, Tokyo, Hamburg, and Zurich.