Working Hours

1. Asia (Philippines / Indonesia): This position requires overlapping hours from 3:30 PM – 12:00 Midnight PH time, Monday – Friday.

2. Africa / Europe (Ghana, UK, Ireland, Kenya, etc): This position requires overlapping hours from 6:00 AM EST – 2:30 PM EST, Monday – Friday. The 40 hours of work doesn’t include any lunch or breaks.  

*** This excludes South Africa, where our in-office team follows a different schedule.

3. North America & South America: This position requires overlapping hours from 8:00 AM – 4:30 PM local time, Monday – Friday. The 40 hours of work doesn’t include any lunch or breaks.  

Why Choose WebFX?

• No matter where you are located or your position, WebFX offers long-term stability to all of our FXFamily members. Many of our global team members have been with WebFX for 10+ years, and we’re hoping you can be too! 
• We put our people first; it’s as simple as that. You’re never on your own – when you run into inevitable challenges, we’re there to support you along the way! 
• Long-lasting relationships with both clients and team members due to consistently low turnover rates, which are simply unheard of in our industry because, again, we put our people first.
• Save your time and money by skipping the commute to an office. This role allows you to work from the comfort of your home! 
• Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more! 
• Unrestricted access to our proprietary software/platforms that our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here.
• Be part of a rapidly growing company that, at the same time, only partners with clients who share our values. 
• Merit-based promotional structure.
• Annual merit-based compensation increases! 
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts.
• Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters. This event is filled with activities, learning, and motivation to help unite our U.S. and global staff! 
• We have a very strong commitment to giving back globally – in fact, it’s one of our values here at WebFX. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals – since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!
• When you join WebFX, you don’t just join a company; you join a community! We value all of our team members the same, regardless of their position or where they call home. We truly look forward to learning about you and your background, and we will be there to celebrate the milestones in your life together, no matter how big or small! 

What You’ll Get

• No matter your level of experience, our “Bootcamp” training program is provided for all new WebFX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position. 
• From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
• Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
• FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
• With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them – no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too! 

Opportunities for Growth

What We’re Looking For

• A Bachelor’s degree is preferred but not required.
• Pre-employment testing is required.

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Customer service experience & proven interest in long-term customer service field/career (e.g. this is not a temporary position)
• Solid understanding of the internet and social media
• Must have strong writing/grammatical skills as well as ability to present information and ideas logically and clearly; keen eye for detail also required.
• Must have high-speed internet and smartphone with WiFi capabilities/ ability to use social media apps for business purposes

• Passion for delighting customers
• Likes to get things done
• Commitment to delivering high-quality and defect-free work to clients
• Ability to work well in a high-concurrency environment (many projects)
• Capable of individual “deep work” as well as the ability to collaborate with a team to complete projects rapidly
• Strong time-management skills and can meet deadlines consistently
• Takes direction well, but also able to make decisions and take initiative
• Strong communication skills
• Ability to work independently
• Up-to-date on the latest web technologies
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality

• At least 1 year of experience in phone or online customer service

What You’ll Do

• Providing excellent customer care services for each business that we work with and cultivate a unique connection with their audiences through computer and mobile phone customer service.
• Monitor activity on a high volume of client social profiles 2-3x daily.
• Utilize native social network monitoring dashboards and inboxes (Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, Pinterest, etc.) as well as any third-party tools to monitor activity.
• Utilizing standard operating procedures, template responses and own judgment/critical thinking to resolve or escalate online questions or concerns.
• Utilizing available data and research to answer audience comments and direct messages.
• Collaborating with account manager to address unique inquiries and situations if/when needed
• Understanding and adopting brand voice to engage with audience and promote brand personality
• Ability to independently seek out answers and perform research and analysis to determine the best approach and response
• This position requires 40 hours of remote availability per week during our standard office hours (8am to 6pm EST)
• Requires reliable internet access

• 60% providing social media customer care services
• 15% utilizing and updating customer service standard operating procedures & responses 
• 15% actively monitoring and performing proactive outreaching on social networks
• 10% collaborating with account managers 

• Our “Bootcamp” web marketing training program will be provided for new WebFX “family members.”

What You’ll Get

Compensation

• Negotiable, based on experience
• Annual merit-based increases