Social Media Customer Care Specialist - Spanish Market

About Smartbox

Smartbox is the European pioneer and leader in experience-based gift solutions. We connect a massive network of partners with millions of users, allowing customers to choose from a wide range of activities—from unforgettable travel and gastronomy to wellness and adventure. Operating across multiple European markets, our mission is to deliver friction-free joy. Digital innovation, customer-centric tools, and continuous product improvement are at the very heart of how we elevate the user experience every single day.

The Role Pitch

We are looking for a proactive, customer-obsessed professional to join the Content Marketing Director’s team. This isn't just about answering tickets, it’s about owning Smartbox’s voice where it matters most. If you are a natural communicator, detail-oriented, and excited about shaping digital customer service in a fast-paced environment, this role was built for you.

Key Responsibilities

• Own the Narrative: Manage and drive customer interactions across all major social media channels (Facebook, Instagram, LinkedIn, etc.) with professional, timely, and engaging responses that strengthen Smartbox’s brand image.
• Be a Brand Ambassador: Relay and reflect Smartbox’s key PR messages in all public-facing interactions, including social media comments, community management, and external review platforms.
• Strategic Alignment: Work hand-in-hand with the Social Media team to ensure all communication is perfectly aligned with our global brand strategy.
• Drive continuous improvement: Identify recurring customer pain points and proactively propose solutions to elevate the overall user experience.
• Insights & Reporting: Track, analyze, and provide regular reporting on customer trends, interactions, and key feedback to help drive business decisions.

At Smartbox, we embrace the future of work. In this role, you won't just work harder, you'll work smarter by:

• Utilizing AI writing tools to draft, refine, and scale responses without losing the human touch.
• Leveraging AI-powered social listening tools to spot trends and sentiment changes before they escalate.
• Building and maintaining prompt libraries to streamline daily communication.
• We want your ideas: We encourage you to bring your own AI tools and workflows to the table to help us innovate.
  

About You

You are a confident digital communicator who knows that behind every comment or review is a real person looking for a great experience. You thrive in fast-paced digital environments, have a knack for turning sensitive situations into positive brand moments, and love taking ownership of your daily workflow. You don't just follow a checklist—you see the bigger picture.

What you need to bring:

• Experience: Proven experience in customer service specifically focused on social media and external review platforms.
• Language: Native-level Spanish and fluency in English (written and spoken) are absolute must-haves.
• Skills: Exceptional professional writing skills with the ability to navigate complex customer scenarios with diplomacy and empathy.
• Mindset: Highly autonomous, organized, and responsive.
• Bonus Points: Knowledge or experience in the e-commerce or experience-gifting sectors.
  

What We Offer

• 🏢 Hybrid Working Model: The perfect balance between home comfort and collaborative office vibes.
• 🌍 Unbox Your World Leave: Opportunities to experience the very products we sell and explore our adventures.
• 📈 Growth & Innovation: Work with modern AI tools and a forward-thinking team that values your input.
• 🌟 Vibrant Culture: Join a multicultural, energetic team operating across Europe.