Associate Social Media Listener

Ready to be a 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 and logging it with meticulous detail, working with teams across the company to problem‑solve and respond to issues in a timely manner, and supporting a comprehensive customer experience.

What you’ll do:

• Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
• Provide timely, helpful responses to customer questions, appropriately 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 action 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.
• Retain 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.

What you’ll bring:

• 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.

Preferred Qualifications:

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

What We Offer:

• Flextime, recognition, and support for autonomous work:
  Flexible time off with ample learning and development opportunities, a comprehensive onboarding program, leadership training for all levels, and other programs and events. Great work is rewarded through Bonusly, peer‑nominated awards, and more.
• 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 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.

Our Commitment to Inclusion: At Service Titan, we celebrate individuality and uniqueness. We strongly encourage people from underrepresented groups to apply. Service Titan is an equal‑opportunity employer and does not discriminate on the basis of 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 the selection process.

Use of AI Technology: 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 enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

Application & Hiring Process: This position advertised is for an existing vacancy. We are currently seeking a qualified candidate to fill this position and will be reviewing applications on a rolling basis.

Compensation Disclosure: Service Titan is committed to fair and…