Community & Customer Experience Executive

Who you are

• A strong written communicator with copywriting skills and a keen eye for detail
• Previous experience in customer service, retail or hospitality
• You possess an understanding of customer service principles
• Previous experience with e-commerce platforms & customer support tools such as Shopify, Gorgias, Amazon Seller Central and TikTok Shop
• A creative thinker with the ability to bring fresh ideas to social media and engagement strategies
• Experience managing social media for a brand, society or personal project
• Team-oriented with excellent communication skills to collaborate effectively within a small company environment
• Familiarity with influencer, creator or PR outreach
• Interest in social media, content creation and wider marketing activities
• Experience editing short-form video using tools such as CapCut
• Confident building and maintaining positive relationship with external partners - i.e. reviewers, creators and press
• An interest in games, puzzles or entertainment products
• Interest in retail, games and an eagerness to learn and adapt in a fast-paced environment
• Proficient in basic office tools and platforms
• Excellent organisational skills and the ability to manage multiple projects and deadlines

What the job involves

• Customer Support: A core responsibility will be providing exceptional customer support by addressing inquiries, resolving issues, and ensuring overall customer satisfaction through various communication channels
• Social media and community management: You will have primary responsibility of our social media accounts, including planning, creating and posting content. You will be responsible for engaging proactively with customers and creators to create and maintain a genuine community around Puzzle Post
• Creator, reviewer and influencer management: Building and maintaining a reliable pool of contacts to work with on UGC content, gifting campaigns and product reviews. Ensuring we receive quality outcomes and they support the growth of Puzzle Post’s community
• Marketing and Sales Support: Collaborate with the marketing manager and sales teams to help execute marketing initiatives, including paid ad campaigns, email marketing and outreach, and other promotional activities
• Maintaining our pool of product testers: Recruit, engage and maintain a growing community of product testers from our mailing list and social media accounts to ensure we receive quality feedback on products in development and help us create games our customers love
• Performance Tracking: Assist in monitoring and reporting on key performance metrics related to customer service and marketing efforts
• Administrative Tasks: Handle administrative tasks related to customer service, sales and operations functions

Benefits

• Regular team socials. In the past, we've been to Flight Club, done a graffiti workshop, gone go-karting and done a group cooking class.
• Monthly gym/wellness contribution
• Company Performance Based Bonus