Social Media Customer Service Associate

Job Description

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.

Requirements

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.