Social Media, Customer Support Associate
Resolves customer issues and technical questions across social media channels, handling escalations and partnering with internal teams on incidents and process improvements. The role requires customer support experience, strong communication and analytical skills, and weekend rotation availability.
About the job
Responsibilities
- Deliver an exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms, including X, LinkedIn, and Facebook.
- Resolve issues escalated through social media, including technical product questions, and help prevent recurrence.
- Partner with internal teams such as Communications, Incident Operations, and Risk as an escalation point for high-stakes user issues.
- Proactively initiate incident reports with a user-first mindset.
- Coordinate executive escalations from Stripe leaders with other teams.
- Contribute to and manage programs focused on improving the Stripe user experience.
- Identify operational process gaps and initiate continuous improvements to support global scale.
- Help build a new team and operational culture.
Requirements
- Experience with social media support or an interest in resolving user issues through channels such as Twitter, LinkedIn, and Facebook.
- Prior experience in customer support and external user-facing operations.
- User-first mindset, process-oriented approach, and curiosity about technical products.
- Excellent written and verbal communication skills.
- Strong analytical thinking and problem-solving abilities.
- Ability to prioritize and work effectively in a fast-moving environment.
- Proven ability to collaborate across teams and with external partners.
- Willingness to work one weekend day, with a weekday off in lieu.
- Ability to work daytime 9-hour shifts, including a paid one-hour lunch break, scheduled between 6:00 a.m. and 10:00 p.m.
- Willingness to work in an in-office environment with strong cross-team collaboration.
Nice-to-haves
- Prior experience or knowledge in user support.
- Experience working on projects or process-improvement initiatives.
- Technical proficiency with Sprinklr.
Compensation and Benefits
- Weekend work is compensated with a weekday off in lieu.
Skills
Social Media Support, Customer Support, Technical Support, Problem Solving, Incident Management, Process Improvement, Sprinklr, X, LinkedIn, Facebook
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