Customer Experience Advocate - Social Media at Omaze

| Greater LA Area
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Who We Are:  

Omaze raises funds and awareness for charities by offering the chance to win once-in-a-lifetime experiences and dream-come-true prizes. We've offered everything from a double date with John Krasinski and Emily Blunt, to a walk-on role in Star Wars, to a brand new customized Mercedes Benz sprinter van. We've given over $130M to charities around the world, from donors in 180 countries. Our vision is to be the first for-profit company to give $1B to charity in a single year, and we’re building our team of dedicated and passionate people to help us get there. That’s where you come in!

Who We’re Seeking:

Omaze is looking for a friendly and reliable Customer Experience Advocate - Social Media to handle our growing community of nearly 1 million followers across Facebook, Twitter, Instagram, and Youtube.  You’ll work directly with the Social Media Marketing team to ensure all Social Media CX questions are being addressed in a timely manner. You’ll act as a brand ambassador online to ensure that our customers know we listen to them and address any issues they may have. You will be dedicated to ensuring that customers have a great experience. You understand and care about satisfying customers, and have the communication skills, creativity, and problem-solving abilities to convert challenges into positive experiences.  You’ll report to the Senior Manager of Customer Experience to flag any potential issues that may need to be addressed by teams outside of Customer Experience.  

Key Responsibilities:

  • Quickly become familiar with the brand voice, software platforms and common customer service issues
  • Respond to Omaze entrants in order to resolve issues regarding transactions
  • Proactively contact and engage donors on how to properly use the Omaze platform to solve problems and avoid potential issues 

Our Ideal Candidate:

  • You have at least 1 year experience in a customer service within Instagram, Twitter, Facebook, and YouTube
  • You handle customer interactions with empathy and treat each interaction as if it was the first time someone has reached out to Omaze
  • You have excellent written and oral communication skills
  • You thrive on solving complex issues
  • You’re able to adapt quickly to change
  • You enjoy being detailed focused and well organized
  • You’re comfortable managing up, asking questions, learning from mistakes, being collaborative in a remote environment, and willing to help lay the foundation of a new team
  • You spread joy and understand the impact of the ripple effect
  • You love people, and are excited to work with a diverse group of partners, and thrive in a fast-paced, dynamic environment
  • You are passionate about creating impact
  • You have experience with ZenDesk and Social Media support tools (not required)
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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SnowflakeDatabases
    • JIRAManagement

Location

Culver City, CA 90016

An Insider's view of Omaze

What’s the vibe like in the office?

Omaze is like putting together a dream team. Work events are hard to leave, you wanna keep hanging out with your coworkers! Your team is full of cool people, and those you don't work with everyday are too. We work hard, but in the end, you have that "one more round, I'm having a great time!" feeling even when it's Tuesday and no one is drinking.

Laura

Lead QA Engineer

What does your typical day look like?

It’s a colorful mix of creative reviews, customer analysis, channel strategy discussions, and how to launch and optimize big campaigns in addition to branding and customer experience projects. I definitely can’t complain about monotony;-) and it’s fun tackling all of these with the nicest and smartest people around.

Heinz

SVP, Marketing

How does the company support your career growth?

Omaze has offered me an unparalleled experience to draw on my experience while allowing me to stretch into new areas. Over the course of my 4 years at Omaze, I’ve loved the ability to expand my horizon and had the opportunity to lead Finance, Legal, Supply Chain, Analytics, and People team. I’ve had tremendous support on this fulfilling journey.

Nina

CFO

What is your vision for the company?

Omaze's vision is to be the first for-profit company to give $1B to charity in a single year. We offer people a chance to win dream experiences and opportunities like a role in Star Wars, a one-of-a-kind car, or a $2M house to support charities around the world, and we’ve helped over 300 nonprofits fundraise to-date.

Matt

CEO

What’s the vibe like in the office?

One day we're building a microservice and the next day we're at an offsite working with a charity volunteering a day of service. Our dog friends explore the company grounds as engineers hang out in the outdoor rooftop deck coding the future. At Omaze we engineer a better world and have fun doing it. We take our jobs seriously, but not ourselves.

Pablo

Software Engineering Manager

What are Omaze Perks + Benefits

Omaze Benefits Overview

Omaze offers a comprehensive insurance package including Medical, Dental, Vision, Life & AD&D, 401k, and Unlimited Paid-Time Off (PTO). We offer both Health Savings Account (HSA) and Flexible Spending Account (FSA) options. In addition to observing regular holidays, we also offer a Winter Break to our employees!

Culture
Volunteer in local community
Partnered with City Year to paint murals at a school. Picked up trash, restore, and preserve natural plant/animal species at Ballona Wetlands. Wrapped / delivered presents to Children's Hospital.
Partners with Nonprofits
Omaze has partnered with over 350 nonprofit and charitable organizations all over the world including Team Rubicon, Unicef, Red Nose Day, All-Stars, PATH, The Trevor Project, David Lynch Foundation.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Omaze provides employees with a flexible work schedule that includes Flexible start and end times.
Company sponsored family events
Omaze sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Omaze hosts company outings Quarterly.
Stocked Kitchen
Omaze has a fully stocked kitchen including unlimited healthy snacks, coffee, tea and all of the flavored LaCroix you can handle.
Happy Hours
Happy hours are hosted Once per month.
Pet Friendly
Omaze is dog friendly. We welcome working alongside your best buddy any day of the week.
Professional Development Benefits
Job Training & Conferences
Omaze offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Lunch and learns
Omaze hosts interesting and impactful lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $500 annually for continuing education.
Customized development tracks
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