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Associate Social Media Listener

Canada 48500.00 - 72700.00 CAD / Year · Job Posted January 25, 2026
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Job Description

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.

Job Responsibility

  • 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 escalate as needed
  • Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels
  • Building 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 ServiceTitan’s products, services, and the field services industries
  • Use community guidelines as needed to ensure a positive and safe environment in our social spaces

Requirements

  • 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

Nice to have

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

What we offer

  • Flexible time off
  • Learning and development opportunities
  • Comprehensive onboarding program
  • Leadership training
  • Bonusly
  • Peer-nominated awards
  • Company-paid medical, dental, and vision for you and your dependents
  • RSP match
  • Employee assistance program
  • 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
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