Girl Scouts of the USA

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Social Media Customer Care Specialist

Social Media Customer Care Specialist

Job ID 
# of Openings 
Job Locations 
US-NY-New York - National Office
Posted Date 

More information about this job

About Us

As a Social Media Customer Care Specialist you will work closely with the Marketing and Communication teams to bolster GSUSA’s customer service presence on social media channels including (but not limited to) Facebook, Twitter, Instagram, LinkedIn and Pinterest.  Additionally, you will engage customers and individuals talking about the Girl Scout Brand in social media, including forums, social networks, blogs and other channels.  This individual will conduct research to develop thoughtful, accurate response and will route feedback to effectively position Girl Scouts as a socially devoted brand that provides great customer service through social media.  This specialist works with cross-functional teams to ensure consistent response to customer based inquiries.

You Will

  • Participate in and mediate real-time conversations with customers about the Girl Scout brand, products, councils, leadership, and mission related content; answer customer questions/comments; become a trusted persona online.
  • Recognize and understand potential brand reputational risks and develop engagement approaches that balance customer need and minimize reputational risk.
  • Use social listening tools to determine where customers are virtually socializing.
  • Partner with multiple departments and vendors that generate content on a daily basis on behalf of the company including but not limited to agencies, PR, Legal, Events, GSM, and councils, to offer proactive and reactive assistance to customers in a timely, friendly, and helpful manner.
  • Track the volume of conversations related to the Girl Scout brand and its core business and programmatic objectives, identify social influencers and striking a balance between reactive and proactive outreach.
  • Identify threats and opportunities in user generated content. 
  • Deliver appropriate responses within legal and governance guidelines.
  • Effectively document quantity and quality of customer interactions including messages answered, issues resolved/ cases closed, leads generated, number of council’s contacted, screenshots, and customer/member responses by key themes/topics.
  • Collaborate with social media team to ensure 16/7 social media customer service and support.
  • Other duties as assigned.

* Please submit a cover letter and resume * 

You Need

  • Broad knowledge of the Girl Scout program, brand, sensitive issues, operating structure, licensees, marketing campaigns, and social media best practices.
  • 3 years relevant experience in customer care/service and social media with demonstrated examples of using brand voice/guidelines to represent a company or organization.
  • Excellent writing skills.
  • Strong interpersonal skills, demonstrates empathy and commitment.
  • Outstanding organizational skills.
  • Strong reading comprehension.
  • Proficiency in Microsoft Office Products, social listening and reporting tools.  

More about Girl Scouts of the USA:


Take the Lead Like a G.I.R.L!


When she's a Girl Scout, she’s also a G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader)™.

We're 2.6 million strong—1.8 million girls and 800,000 adults who believe in the power of every G.I.R.L.


When you think Girl Scouts, you might think cookies, but there’s so much more to it!

Girl Scouts are big thinkers, groundbreakers, and role models. Every day, Girl Scouts unleash the power of G.I.R.L. to make amazing things happen.


  • We’re the preeminent leadership development organization for girls.
  • Girl Scouts offers every girl a chance to practice a lifetime of leadership, adventure, and success.
  • Girl Scouts has always emphasized the importance of being civically engaged.
  • We’re introducing Girl Scouts of every age to science, technology, engineering, and math (STEM) to help them see how they can actually improve the world!
  • Girl Scouts offers to high school girls the Girl Scout Gold Award which represents the most prestigious award in the world for girls—and the most difficult to earn—and it’s only available to Girl Scouts.  


Girl Scouts of the USA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.