Responsibilities

• Create Response Playbooks: Design and maintain the official blueprint for how McAfee responds to customer inquiries, complaints, and praise on social media.
• Tone of Voice Alignment: Ensure all answers maintain a balance of deep technical empathy, clarity, and brand consistency.
• Template Architecture: Build and continuously update a library of modular, human-sounding response templates that agents can customize for fast, accurate replies.
• Social Care Strategy & Optimization
• Platform Strategy: Define specific strategy variations for different platforms (e.g., handling technical troubleshooting on Reddit vs. brand engagement on X).
• Social Listening Execution: Utilize social listening tools to identify customer pain points, viral security trends, and emerging product issues before they escalate.
• Escalation Workflows: Build seamless workflows to transfer highly technical security issues or high-profile complaints safely from public comments to secure support channels.
• Team Enablement & Brand Protection
• Coach & Mentor: Guide frontline social support agents on how to use the designed frameworks, ensuring high quality and emotional intelligence in every interaction.

Requirements

• Experience: 3+ years managing customer care, social media strategy, or brand community management—ideally within a tech or software-as-a-service (SaaS) ecosystem.
• Platform Mastery: Deep knowledge of native social media platforms and modern social customer relationship management (CRM) platforms (such as Sprinklr, Sprout Social, or Hootsuite).
• Communication Skills: Exceptional writing skills with the ability to explain complex technical cybersecurity issues in plain, reassuring language.
• Strategic Thinking: Proven ability to design workflows, analyze sentiment data, and create operational frameworks from scratch.
• Cybersecurity Interest: A strong curiosity about consumer privacy, digital identity protection, and online safety. Analytical and Problem-Solving Abilities: Skill in analyzing conversation data and identifying "break points" or areas for improvement in the user journey.
• Adaptability and Creativity: The ability to adapt tone and style for different audiences and scenarios, and to be creative in developing engaging user experiences.
• Collaboration and Communication: Excellent communication skills to articulate design decisions and work effectively within a team environment.
• Technical Understanding (A Plus): Basic knowledge of programming languages (like Python) or markup languages to better communicate technical requirements to engineers is beneficial.

Preferred

• Technical Understanding (A Plus): Basic knowledge of programming languages (like Python) or markup languages to better communicate technical requirements to engineers is beneficial.

Benefits

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year