Associate Social Media Listener

Associate Social Media Listener

Join to apply for the Associate Social Media Listener role at Service Titan.

The Associate Social Media Listener will serve as a key player in monitoring customer activity on our social media channels, engaging with current and prospective customers, reviewing customer sentiment, logging it meticulously, collaborating with teams across the company to problem‑solve and respond to issues timely, and supporting a comprehensive customer experience.

• Monitor, elevate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
• Provide timely, helpful responses to customer questions, properly route escalations, and surface insights about customer sentiment and trending topics.
• Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
• Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
• Proactively collaborate with key stakeholders across the organization to act on customer issues in a timely manner and elevate as needed.
• Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
• Build brand personality and customer trust through regular one‑ and two‑way communications with our community.
• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first‑class customer experience.
• Maintain a high level of knowledge and familiarity with Service Titan’s products, services, and the field services industry.
• Use community guidelines as needed to ensure a positive and safe environment in our social spaces.

• 2 years experience with social media management and/or experience with Facebook groups.
• 2 years experience with community management and/or customer support.
• Excellent written communication skills; friendly, professional, empathetic tone.
• Detail‑oriented with ability to multitask across multiple channels.
• Customer‑first mindset; genuinely enjoys helping people.
• Comfortable with technology and learning new tools quickly.
• Reliable and secure access to high‑speed internet.

• Familiarity with Salesforce or CRM systems.
• B2B or SaaS industry experience.

• Flextime, recognition, and support for autonomous work:
  Flexible time off with ample learning and development opportunities.
• Holistic health and wellness benefits:
  Company‑paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Support for Titans at all stages of life:
  Parental leave and support, up to $20k in adoption reimbursement, on‑demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway.

• Associate

• Full‑time

• Marketing and Sales
• Software Development

At Service Titan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. Service Titan is an equal‑opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy, marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

We use technology, including automated and AI‑assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and…