Customer Service Specialist for Food and Beverage Company (US Based/Remote)

Job Description

Paired is a global staffing and recruiting agency that specializes in pairing remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting talented individuals with great companies that need their unique skills. Our mission is to provide great jobs to talented people, no matter where they are located.

We’re looking for a Customer Service Specialist to provide exceptional support and engagement across social platforms, ensuring a seamless and positive experience for our community.

Key Responsibilities:

• Interaction Management: Monitor and respond to customer inquiries, comments, and feedback on Instagram and Facebook using Gorgias.
• Response Time & Urgency: Maintain a fast response time, recognizing the difference between social media and email SLAs.
• Escalations: Identify and escalate complex issues, coordinating with management and internal teams for swift resolutions.
• Tone & Communication Style: Craft conversational, concise, and brand-aligned responses, knowing when to engage publicly or privately via DM.
• Macro Development: Create response templates that align with the brand voice for consistency.
• Trend Monitoring: Support crisis communication by managing public responses during significant social trends.
• Workflow Creation: Contribute to developing guide articles, macros, and escalation workflows.
• Team Support: Mentor specialists, share best practices, and ensure consistency in tone and service quality.

Requirements

• Experience using Gorgias for customer interaction management.
• Prior experience in customer service or social media support, preferably in a fast-paced eCommerce or DTC environment.
• Strong communication skills with the ability to maintain a brand-aligned tone.
• Ability to work in an agile, accountable manner while handling multiple interactions.
• Availability during PST working hours is preferred.

Benefits

• Competitive salary.
• Ability to work remotely.