About the role
You’ll be the first point of contact for customer inquiries that come through social media direct messages, comments, and mentions. In this role, you’ll monitor social channels, respond to customers professionally, and route each message to the right team for resolution. You’ll also support other team members, help maintain response standards, and work closely with managers to keep the brand strong across all social platforms.
What you’ll do
Monitor social media channels including Facebook, Instagram, LinkedIn, and Twitter for direct messages, comments, and mentions
Respond quickly and professionally to customer questions, concerns, and service requests via social media
Review each message to decide how urgent it is and which team should handle it
Route and escalate issues to the right internal team and track them until resolved
Serve as the main coordinator for all social media inquiries, making sure nothing gets missed and customers hear back quickly
Follow brand guidelines and community standards; remove or escalate content that doesn’t fit when needed
Spot patterns, recurring problems, and customer feedback themes, then share these insights with managers
Keep accurate records of social media conversations, escalations, and how issues were solved
Provide coaching and feedback to team members who help with social media monitoring
Work with other teams to improve how customers are engaged and satisfied
Meet team response-time and quality targets
Build knowledge of the products and services you’ll be supporting customers with
Skills and background needed
Customer service experience is helpful but not required — we’ll train you on everything you need to know
Any experience using social media platforms like Facebook, Instagram, LinkedIn, or Twitter
Familiarity with social media management or moderation tools is a plus, but we can teach you
Excellent written communication skills and a natural customer service mindset
Strong attention to detail and the ability to handle sensitive or difficult conversations professionally
Ability to prioritize and manage many inquiries at once in a fast-paced environment
Experience mentoring or leading others is helpful but not required
High school diploma or equivalent
Proficiency with Microsoft Word and Microsoft Excel
A genuine passion for helping customers and protecting brand reputation
What you’ll need to work from home
A quiet, professional workspace free from background noise
High-speed internet with a minimum speed of 50 mbps
A comfortable chair and a flat desk or table to work from
Ability to focus on computer screens for extended periods throughout your shift
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Full-time, ongoing
Location: Fully remote — work from home.
Ready to get started? Submit your application below.