Customer Service and Social Media Assistant

Rove is a fast-growing premium cannabis brand focused on producing high-quality, transparent products and building meaningful customer relationships. The Customer Service and Social Media Assistant will provide timely customer support, manage online communities, monitor social channels, and support marketing, social media, and influencer initiatives.

Responsibilities:

• Respond to and resolve customer service tickets in a timely and professional manner
• Manage day-to-day customer email communications
• Provide customers with helpful, thoughtful, and brand-appropriate support
• Identify and report account issues, recurring customer concerns, and customer insights to the Sales and Marketing teams
• Help identify trends and opportunities to improve the overall customer experience
• Fulfill battery replacement requests and ensure customers receive timely follow-up
• Maintain accurate records and follow established customer service processes
• Monitor Rove’s social media channels and digital communities, including Instagram, TikTok, Reddit, blogs, and other relevant platforms
• Moderate comments and conversations while maintaining Rove’s brand voice and community standards
• Respond to DMs, comments, and other customer or community interactions in a timely and engaging manner
• Identify relevant conversations, trends, customer feedback, and opportunities for Rove to engage
• Support monthly reporting for Rove’s Social Participation Program
• Monitor seasonal social media campaigns and report on community participation, engagement, and notable activity
• Assist the Social Media Manager with tracking and executing deliverables for Rove’s Influencer Program
• Help track influencer communications, content, deadlines, and deliverables
• Support additional social media, community, and marketing initiatives as needed

Requirements:

• 1 - 3 years of experience in customer service, social media, community management, or a related field
• Excellent written and verbal communication skills
• Strong proficiency in Google Workspace, particularly Google Sheets, Slides, Forms and Docs
• Strong attention to detail and a thoughtful, customer-first approach
• Ability to communicate professionally while maintaining a friendly and authentic brand voice
• Highly organized with strong follow-through and the ability to manage multiple priorities
• Comfortable working independently in a remote environment
• Familiarity with Instagram, TikTok, Reddit, and other social platforms
• Experience with social media moderation, community management, or influencer programs is a plus
• Strong interest in social media trends and online communities
• Comfortable working in a fast-paced, growing company
• Ability to work Tuesday through Saturday
• Interest in and familiarity with the cannabis industry is preferred