📌 Core Information
🔹 Job Title: (Customer Care) Social Media Specialist
🔹 Company: GetYourGuide
🔹 Location: Berlin, Germany
🔹 Job Type: Full-time, Hybrid
🔹 Category: Customer Care, Social Media
🔹 Date Posted: April 4, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site with hybrid option
🚀 Job Overview
Key aspects of this role include:
- Acting as the voice of GetYourGuide on social media platforms
- Managing customer inquiries and reviews across multiple channels
- Collaborating with cross-functional teams to enhance customer experience
- Monitoring and analyzing performance metrics to optimize operations
ASSUMPTION: This role requires strong communication skills, multitasking, and a data-driven mindset to succeed in a fast-paced, customer-focused environment.
📋 Key Responsibilities
✅ Respond to customers' queries both publicly and privately on social media, fostering meaningful connections
✅ Monitor and respond to reviews on platforms such as Google Play Store, Apple App Store, and Trustpilot
✅ Ensure operational, quality, and customer satisfaction targets are met
✅ Work closely with marketing, brand, and supplier enablement teams to address feedback and support campaigns
✅ Lead/support initiatives to enhance team efficiency and elevate the customer care experience across social media platforms
✅ Collaborate closely with stakeholders and the team to share valuable insights and propose strategies that uphold quality standards and enhance customer satisfaction
ASSUMPTION: This role involves managing multiple conversations and tasks simultaneously, requiring strong organizational skills and the ability to maintain a high level of accuracy.
🎯 Required Qualifications
Education: Bachelor's degree in a relevant field (e.g., Marketing, Communications, or a related discipline) or equivalent experience
Experience: Minimum of 3 years of experience as a customer service representative, ideally with a background in social media community management
Required Skills:
- Fluency in English and Spanish, with French or Italian considered a plus
- Exceptional communication skills, with the ability to engage and connect with audiences across various social media platforms
- Data-oriented and ambitious, driven to achieve high individual performance while contributing to the team's success
- Proactive mindset, capable of identifying and acting on opportunities to enhance customer experience and optimize operations
- Highly organized and detail-oriented, able to efficiently manage multiple conversations and tasks
Preferred Skills:
- Experience with social media management tools (e.g., Hootsuite, Sprout Social, or similar platforms)
- Knowledge of customer service metrics and key performance indicators (KPIs)
- Familiarity with customer relationship management (CRM) systems
ASSUMPTION: While a degree is preferred, relevant experience and a strong portfolio demonstrating exceptional communication skills and customer care may be considered in lieu of formal education.
💰 Compensation & Benefits
Salary Range: €35,000 - €45,000 per year (based on industry standards for a mid-level social media specialist in Berlin)
Benefits:
- Invest in your development with an annual personal growth budget
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies
Working Hours: 40 hours per week, with a flexible schedule to accommodate customer care needs
ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and skills.
📌 Applicant Insights
🔍 Company Context
Industry: GetYourGuide is a leading global online marketplace for travel experiences, operating in the competitive and dynamic travel and tourism industry.
Company Size: GetYourGuide has 501-1,000 employees, providing a mid-sized company environment with ample opportunities for collaboration and growth.
Founded: GetYourGuide was founded in 2009, with over a decade of experience in the online travel market.
Company Description:
- GetYourGuide is a leading global online marketplace to discover and book experiences worth traveling for
- The platform offers a wide range of tours, attractions, and immersive experiences in over 11,000 cities worldwide
- GetYourGuide is committed to providing exceptional customer service and fostering a positive work environment
Company Specialties:
- Online Travel
- Tours
- Attractions & Local Activities
- Tourism
- E-commerce
- Technology
- Engineering
- Sales Management
- Account Management
- Marketing
- Hospitality Industry
- Travel Experiences
Company Website: getyourguide.careers
ASSUMPTION: GetYourGuide's focus on customer experience and continuous improvement creates an environment that values innovative thinking and adaptability.
📊 Role Analysis
Career Level: This role is suited for a mid-career professional looking to advance their customer care and social media management skills in a dynamic and growing industry.
Reporting Structure: The Social Media Specialist will report directly to the Customer Care Manager and collaborate closely with various teams, including Marketing, Brand, and Supplier Enablement.
Work Arrangement: This is a hybrid role, with employees working on-site and remotely, offering flexibility and a balanced work-life integration.
Growth Opportunities:
- Advancement to a Senior Social Media Specialist or Team Lead role
- Expansion into related fields, such as Marketing or Brand Management
- Potential international relocation opportunities as the company continues to expand globally
ASSUMPTION: Success in this role may lead to increased responsibilities, team leadership, or cross-functional career growth opportunities within GetYourGuide.
🌍 Location & Work Environment
Office Type: GetYourGuide's Berlin office is a modern, collaborative workspace designed to foster creativity and productivity.
Office Location(s): Sonnenburger Straße 73, Berlin, Germany
Geographic Context:
- Berlin is a vibrant, multicultural city with a thriving tech industry and a high quality of life
- The city offers a rich cultural scene, with numerous museums, galleries, and historical sites
- Berlin is well-connected by public transportation, making it easy to commute to the office
Work Schedule: The work schedule is flexible, with a focus on maintaining a healthy work-life balance and accommodating customer care needs.
ASSUMPTION: Working in a hybrid environment allows employees to balance the benefits of on-site collaboration with the flexibility of remote work.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the HR team
- In-depth interview with the Customer Care Manager and a team member
- Final interview with the Head of Customer Care
Key Assessment Areas:
- Communication skills and social media presence
- Customer care mindset and problem-solving abilities
- Data-driven decision-making and analytical skills
- Cultural fit and alignment with GetYourGuide's values
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Demonstrate your understanding of social media management and customer care best practices
- Showcase your ability to work collaboratively and adapt to a dynamic environment
ATS Keywords: Social Media, Customer Care, Community Management, Customer Service, Communication Skills, Data-driven, Hybrid Work, Berlin, GetYourGuide
ASSUMPTION: The interview process at GetYourGuide is designed to assess candidates' skills, cultural fit, and potential for growth within the company.
🛠️ Tools & Technologies
- Social media management platforms (e.g., Hootsuite, Sprout Social, or similar)
- Customer relationship management (CRM) systems (e.g., Salesforce, Zendesk, or similar)
- Analytics and reporting tools (e.g., Google Analytics, Tableau, or similar)
ASSUMPTION: Familiarity with relevant tools and technologies is preferred but not required, as training will be provided.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Data-driven
- Innovative
- Collaborative
- Accountable
Work Style:
- Adaptable and resilient
- Proactive and solution-oriented
- Collaborative and team-focused
- Data-driven and analytical
- Customer-focused and empathetic
Self-Assessment Questions:
- Do you thrive in a fast-paced, dynamic environment, and can you maintain a high level of accuracy under pressure?
- Are you comfortable working with data and using it to inform decision-making and improve processes?
- Can you effectively manage multiple conversations and tasks simultaneously, maintaining a strong attention to detail?
- Do you have a passion for customer care and a commitment to delivering exceptional customer experiences?
ASSUMPTION: Success at GetYourGuide requires a strong cultural fit, with candidates who embody the company's values and work style.
⚠️ Potential Challenges
- Managing high volumes of customer inquiries and reviews, requiring strong organizational skills and time management
- Adapting to a dynamic and evolving work environment, with changing priorities and shifting customer needs
- Balancing the demands of on-site work with the flexibility of remote work, requiring strong self-motivation and time management
- Working in a multicultural and multilingual environment, with a diverse customer base and team
ASSUMPTION: These challenges can be overcome with strong communication, adaptability, and a customer-centric mindset.
📈 Similar Roles Comparison
- Unlike traditional customer care roles, this position focuses primarily on social media management and community engagement
- Compared to other social media specialist roles, this position places a greater emphasis on customer care and data-driven decision-making
- Career progression in this role may lead to opportunities in marketing, brand management, or customer experience leadership
ASSUMPTION: This role offers a unique blend of customer care and social media management, providing a strong foundation for a career in the travel and tourism industry.
📝 Sample Projects
- Developing and implementing a social media engagement strategy to improve customer satisfaction and loyalty
- Analyzing customer feedback and trends to identify opportunities for process improvement and product development
- Collaborating with cross-functional teams to create and execute targeted social media campaigns
ASSUMPTION: These projects demonstrate the candidate's ability to work collaboratively, analyze data, and develop innovative solutions to drive customer engagement and satisfaction.
❓ Key Questions to Ask During Interview
- How does GetYourGuide support the professional development and growth of its employees?
- Can you describe the team structure and dynamics within the Customer Care department?
- How does GetYourGuide foster a positive and inclusive work environment, particularly in a hybrid setting?
- What are the key performance indicators (KPIs) used to measure success in this role, and how are they tracked and reported?
- How does GetYourGuide approach work-life balance, and what resources are available to support employees in this regard?
ASSUMPTION: These questions demonstrate the candidate's interest in the company's culture, values, and commitment to employee growth and success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the following link: GetYourGuide Careers
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare examples of your social media management and customer care experience to showcase during the interview
- Follow up with the HR team one week after submitting your application to confirm receipt and inquire about the next steps in the process
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
