Sobre

• We are seeking a dependable and customer-focused Social Media Customer Service Associate to manage inbound customer inquiries, issue resolution, and sentiment across our social media platforms for a global audience.
• This role operates on Pacific Standard Time (PST), and candidates must be willing and able to work in this US time zone. The position is primarily focused on real-time support, efficient triage, and protecting brand trust.
• RESPONSIBILITIES
• Respond to customer comments and direct messages across social media platforms in a timely, professional manner.
• Provide clear, empathetic support for account, payment, verification, and general service-related inquiries.
• Monitor social channels for urgent issues, complaints, or misinformation, and escalate as needed.
• Triage and prioritise incoming queries based on urgency, impact, and potential risk.
• Maintain brand-safe, compliance-aware communication at all times.
• Collaborate closely with Support, Marketing, and Regional teams to ensure consistent and aligned responses.
• REQUIREMENTS
• Previous experience in social media, community management, or digital customer service.
• Strong written English communication skills.
• Preferably with experience supporting US-based or global brands preferred.
• High attention to detail, strong judgement, and ability to remain calm under pressure.
• Familiarity with social management and customer support tools (e.g., Sprout, Hootsuite, Zendesk, Intercom, or similar) is a plus.