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Job Description

Job Description

Meltwater Social is recognized for its outstanding customer service and the Client Care Team personifies this spirit. This team works directly with our clients, who include the world’s largest agencies and global enterprises as well as industry leading corporations.

The Client Care Specialist is at the center of the daily operations of Meltwater Social. In this role, the Client Care Specialist works closely with many other departments including Sales, Engineering, and Product Management to provide high quality and timely service to our clients.


  • Respond to, manage, and resolve Tier II Client Care requests within established SLAs across multiple support channels including email, phone and live chat
  • Provide prompt, friendly and overall awesome service across all customer interactions
  • Accurately document and track external client feedback, inquiries, errors, and administrative requests in support case management system
  • Identify opportunities during service interactions to actively share new features, platform best practices, workflow process improvements, and configuration guidance
  • Host web-based and in-person product training for Sysomos clients, highlighting the business value of Sysomos applications for client use case
  • Identify and escalate Tier III requests in accordance with established escalation process
  • Achieve key performance objectives including customer satisfaction ratings, user adoption, customer retention, and internal quality measures
  • Provide guidance, direction, and assistance to Tier I
  • Maintain high level of product and internal process knowledge
  • Participate in and lead additional projects as required

Important Details:

Start Date - Immediately

Office Location: 67-71 Shoreditch High St, London E1 6JJ, United Kingdom

Skills & Requirements

Skills & Qualifications

  • Bachelor’s degree
  • Excellent written and oral communication skills
  • Superior customer service skills and a genuine enthusiasm for helping others
  • Strong computer skills with the ability to learn new software quickly
  • Experience working in a fast-paced environment
  • Detail-oriented approach with the ability to juggle multiple tasks simultaneously
  • Positive attitude and diligent work ethic
  • Ability to work well independently with minimal supervision

Hiring Manager
Sarah Shoemaker

About the company

About Meltwater

Founded in Oslo in 2001 before moving our headquarters to San Francisco in 2006, Meltwater is the global leader in media intelligence, with over 2,000 employees globally and 30,000 corporate clients. Our innovative products help businesses extract insights from billions of online conversations and articles – we call it Outside Insight.

Unique Culture

For over fifteen years, Meltwater has maintained a very unique culture, based on a foundation and belief in people and the potential they possess, regardless of experience. Like many entrepreneurially focused companies, Meltwater employees embody the work-hard, play-hard spirit. Whether you meet an employee from San Diego or Hong Kong, you will likely discover many similarities in terms of their achievements, focus and superior communication skills.

Our office spaces are collaborative, open working environments in which teamwork, learning, and fun are the day-to-day norms. Each office consists of a number of small teams, ensuring that all of our employees have easy and frequent exposure to their managers and can quickly learn from those around them.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.

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