Social Media Support Specialist
Provides technical, billing, account, and product support across social media and app-store channels while monitoring community sentiment and escalating feedback internally. Requires 4+ years of social media support experience, strong public-facing writing, platform fluency, and familiarity with support and payment tools.
About the job
Responsibilities
- Resolve account, billing, and product issues through support tickets and social media.
- Manage and respond to inquiries and community discussions on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores.
- Monitor channels for product feedback, technical issues, and community sentiment.
- Escalate social media issues and coordinate with internal teams for timely resolution.
- Communicate user needs and feedback to Support, Engineering, Product, Marketing, and Community teams.
- Maintain brand voice and align messaging across channels.
Requirements
- 4+ years of social media support experience across X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores.
- Experience with Zendesk, Sprout Social, payment systems, and ticketing workflows.
- Experience with Stripe and Orb.
- Ability to work efficiently in fast-paced, high-volume environments with productivity metrics.
- Strong written communication for public-facing interactions.
- Comfort working autonomously amid ambiguity.
- Ability to maintain brand voice and tone across channels.
- Understanding of social platforms' audiences and etiquette.
- Understanding of developer communities and technical terminology.
Nice-to-haves
- Community management or developer relations experience.
- B2B SaaS customer success or support background.
- Experience with AI tools such as Claude or ChatGPT.
- Experience with Replit.
Tools and Technologies
- Zendesk
- Stripe
- Slack
- Orb
- Linear
- Sprout Social
- Notion
- Replit
Compensation and Benefits
- Competitive salary and equity.
- 401(k) program with a 4% match for US employees.
- Health, dental, vision, and life insurance.
- Short- and long-term disability coverage.
- Paid parental, medical, and caregiver leave.
- Flexible Time Off and holidays.
- Commuter benefits for in-office US employees.
- Monthly wellness stipend.
- Autonomous work environment.
- In-office setup reimbursement.
- Quarterly team gatherings.
- In-office amenities.
Skills
Zendesk, Sprout Social, Stripe, Orb, Slack, Linear, Notion, Replit, Social Media Support, Community Management, Developer Relations, Customer Support, AI Tools
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