Customer Service & Social Media Coordinator

Company Description

Want to make a difference in the world?  Become a Keypather.

At Keypath, you could impact a student's future for generations and make a significant societal impact.  Our Keypathers guide the student experience and deliver programs that help solve global social and economic challenges. We partner with the world's leading universities to extend their reach and help every student achieve their full potential.

Job Description

Job Description

We’re looking for a passionate, people-centered professional to join our startup team as a Customer Service & Social Media Coordinator. This hybrid role blends customer service expertise with social media strategy to drive engagement, elevate our brand, and convert interest into action.

You’ll manage all customer service channels and social media accounts, playing a key role in how our customers experience the brand. Reporting to the VP of Placement Operations, you’ll collaborate with the marketing, IT, and post-enrollment teams to shape both the voice and function of this new offering.

What you’ll be doing as a Customer Service & Social Media Coordinator:

Customer Support

• Respond promptly and professionally via phone, email, SMS, and live chat.
• Resolve customer issues with empathy, efficiency, and a solutions-first mindset.
• Record feedback and interactions in the CRM to inform improvements.
• Collaborate with internal teams to address complex inquiries and escalate as needed.

Social Media Management

• Manage and grow our presence across platforms (Instagram, Facebook, LinkedIn, etc.).
• Create and schedule content that builds engagement and supports sales goals.
• Monitor comments, messages, and reviews; respond in a timely, brand-aligned tone.
• Analyze performance metrics and optimize strategies based on insights.
• Stay on top of platform trends and emerging tools.

Other Responsibilities

• Maintain current knowledge of clinical program requirements and regulations.
• Create and update standard operating procedures for customer service and social media.
• Contribute to process improvements, system enhancements, and system testing.

Qualifications

Education:         

• BA/BS degree in marketing, communications, or a relevant field

Experience:

• 2-3 years of experience in providing excellent customer service is required. Preferred experience within or related to serving higher education students in a higher education setting.
• 1-2 years of proven work experience as a social media coordinator or similar title or equivalent experience.
• Experience managing social media accounts by creating copy, curating images/video, scheduling, monitoring, and tracking traffic.
• Hands-on experience using social media for driving growth and building brand awareness.
•  

Technical skills:

• Proficient with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint
• Proficiency with CRM and social media management tools (e.g., Hootsuite, Zendesk, Intercom).
• Creativity in content creation; experience with Canva or Adobe Creative Suite a plus.

 Special Requirements Specific to Job:

• Strong verbal and written communication skills
• Excellent multi-tasking skills 
• Comfort with analytics, reporting, and making data-informed decisions.
• Highly organized, proactive, and adaptable in a fast-paced environment.
• A collaborative spirit with emotional intelligence and a growth mindset.

Additional Information

Our salary structure and compensation philosophy reflect the value we place on our employees' experience, education, and skills. We pride ourselves on offering a competitive and fair total rewards package that considers the market.

The salary range for this position is between $50,000 - $62,000 USD, with actual pay adjusted based on factors such as experience, location, market conditions, departmental budgets, and job responsibilities. Our Talent Acquisition Team is available to answer any questions and discuss your salary requirements.

Keypath partners with SmartRecruiters and uses AI technology with SmartAssistant to efficiently screen, source, and match candidates using data and algorithms.

In joining our team, you can also enjoy a range of benefits designed to support your well-being and professional growth:

• Embrace the flexibility of remote, hybrid, and flexible work options.
• Access a competitive array of medical, vision, and dental insurance plans.
• Take advantage of our Employee