Social Support Coordinator
At Bugaboo, we’ve been revolutionizing parenting products since 1999, setting the standard for premium design, durability and functionality in strollers and beyond. As pioneers in our field, we didn’t just create products. We sparked a global movement, redefining what parents could expect from everyday essentials. Today, we’re proud to be an iconic brand in our sector, trusted by families worldwide.
Innovation, design, sustainability, and quality are at the heart of everything we do, and our award-winning products are a testament to our commitments. Designed for the future and crafted to empower families, Bugaboo products are made in our very own factory, ensuring unrivalled craftsmanship and testing beyond industry quality and safety standards.
But we believe success must go hand in hand with responsibility. Sustainability is part of our core mission. That’s why we’ve pledged to achieve net zero CO2 emissions by 2035, and our B Corp Certification™ reflects our commitment to accountability, transparency, and creating products with a smaller environmental impact. For our people, we’re fostering a culture where diversity thrives, and everyone can be themself, feels heard, valued, and included.
Passionate about unlocking potential, we’re driven to reimagine and reshape our industry time and time again. Together, we’re committed to building a better future—are you ready to join us on this journey?
As a Social Support Coordinator, you will be responsible for monitoring various social media channels, responding to customer queries promptly, resolving issues efficiently, assisting with content creation, and maintaining a positive brand image through effective communication with customers online. The role requires strong communication skills, problem-solving abilities, and a good understanding of both customer service principles and social media platforms. Additional responsibilities will include but are not limited to assisting with live chat, customer emails, incoming phone calls, reviews, and cross-function collaboration.
Bugaboo North America is a fully remote, highly collaborative team with members across North America. You will report to the North America Customer Service Lead. This is a full-time, hourly (non-exempt) position and you will be expected to work a 40 hour workweek. This candidate should be available to work Monday-Friday and actual scheduled shifts can be based upon your location and your time zone.
What will you do
You will be responsible for engaging with our audience to address inquiries, feedback, and comments. You will be expected to provide correct solutions to customers (know how to troubleshoot) and identify replacement components.
Monitor all company social media channels to promptly respond to inquiries, feedback, and comments from customers and followers.
Act as the primary point of contact from start to finish for customer inquiries received via social media platforms, providing timely, helpful, and empathetic responses.
Maintain a consistent brand voice and tone across all social media interactions, reflecting the company's values and customer-centric approach.
Provide cross-channel support as needed, including assisting with inbound calls, live chat, and email inquiries during peak periods or as time permits to ensure a seamless and consistent customer experience across all platforms.
Proactively identify opportunities to engage with followers, initiate conversations, and foster positive relationships with the online community.
Assist in the creation of social media content, including posts, images, reels, and videos, to enhance engagement and promote brand awareness.
Translate customer service trends, recurring themes, and real-time feedback into engaging and relevant social media content.
Monitor social media trends, discussions, and competitor activities to stay informed and adapt strategies as needed.
Enter relevant information via Salesforce such as customer data, product issues, warranty claims, service orders, and customer feedback.
What you will bring to the table
Bachelor's degree in marketing, communications, business or a related field.
1-2 years previous experience in social media management, customer service, or a related role preferred.
Confident written and verbal communication skills, with the ability to craft clear and engaging messages tailored to different social media platforms and audiences.
Strong conflict-resolution skills and the composure to navigate complex or sensitive conversations with professionalism and care.
Excellent customer service mindset, including patience, empathy, and a commitment to resolving customer issues effectively while upholding the standards of a luxury brand.
Comfort and experience providing phone support, along with active listening skills and a team-first approach to cross-channel coverage.
You have fluent English language skills as Bugaboo is an international company.
You relate openly and comfortably with diverse groups of people and gain the confidence and trust of others through honesty, integrity and authenticity.
What we offer
An enthusiastic team of friendly, driven colleagues with love for our mission and brand.
An inspirational, fast-growing international work environment in which you can make a difference.
Holiday swap (you are free to exchange a public holiday for another day that is more important to you).
Access to wellness hub OpenUp (monthly wellbeing webinars, individual coaching and an employee assistance program).
Eligible to participate in Bugaboo’s bonus plan.
Fully remote working and the opportunity to work from anywhere in the world 8 weeks of the year.
A Bugaboo stroller when expecting a baby and Bugaboo friends & family discount of 20%.
Day off on your birthday & day off for volunteering activities.
11 holiday days per calendar year.
Working from home allowance plus a home-office setup budget.
Eligibility for Bugaboo’s retirement savings plan.
Vacation and sick time.
Medical benefits (health, dental, and vision).
Compensation
Pursuant to applicable state regulation regarding pay transparency, Bugaboo discloses the following compensation details for this position: the annual base salary range for this position is $41,300- $59,000 ($19.86/hour - $28.37/hour); contingent on the applicant’s relevant experience, education, job-related knowledge, skills and other qualifications, and includes eligibility for performance-based bonuses.
Once you apply
If you’re considered a candidate for the role, our Talent Acquisition team will be in touch to continue the conversation. If we both get a positive vibe, you'll be invited for a first interview with the hiring manager. If that goes well, we'll move on to the second and potentially third interviews, to dive deeper into your connection with Bugaboo and what we can offer each other.
Ready to join the Bugaboo team? Apply now.
- Department
- Customer Service
- Locations
- North America
- Remote status
- Fully Remote
- Employment type
- Full-time
- Type of Job
- Permanent