App Community & Support Specialist
New York, NY

Job Description

Overview

App Community & Support Specialist:

The Topps Company, Inc. - New York, NY 10004

The Topps Apps Division is looking for a candidate who prides themselves on being a proactive and effective problem-solver. Someone who understands the importance of clear and concise communication as well as the power and challenges of public perception via social media and customer service support.

This position would report to our Social Media Manager under the guidance of the Director of Marketing. The role centers around being a liaison between our app user community and customer support teams, as well as relaying any app-related issues and/or feedback to our internal app development teams in an effort to produce viable solutions and contribute to an optimal user experience.

Responsibilities

Responsibilities:

* Maintain an active and communicative presence on social media
* Identify and relay any app issues/errors, user feedback, comments, concerns etc. to relevant internal teams.
* Customer Support, LiveOps, Content, Strategy, etc.


* Work closely with Customer Service Support teams to address user concerns and communicate solutions to effected users via user-facing channels.
* Effectively communicate important information to users on behalf of apps
* App launches/releases, card release info, content changes, bug fixes, etc.



Qualifications

Required Skillset:

* Effective communicator with strong writing skills
* Ability to work in a fast-paced, ever-changing environment
* Previous app experience (social or customer service capacity) is strongly preferred
* 1-2 yrs. social media experience is strongly preferred
* familiarity w/ social media schedulers such as Hoot Suite, Buffer, etc.


* 1-2 yrs. customer service experience is recommended
* familiarity with customer support ticket creation, troubleshooting, and follow-up processes and procedures.


* Familiarity with analytics dashboards and pulling CSV reports
* Knowledge of trending and current events related to sports & entertainment properties in Topps App Division suite is a plus!
* NFL, MLB, NHL, WWE, Star Wars, Marvel, etc.