Social Media Support Specialist
Provides technical, billing, account, and product support through social media and ticketing channels while monitoring community sentiment and escalating issues internally. Requires 4+ years of social media support experience, strong public-facing writing, platform expertise, and familiarity with developer communities.
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.
- Manage social-media escalations and coordinate with internal teams for timely resolution.
- Communicate user insights to Support, Engineering, Product, Marketing, and Community teams.
- Maintain consistent brand voice and messaging across channels.
Requirements
- 4+ years of social media support experience across X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores.
- Experience with support platforms, payment systems, and ticketing workflows.
- Ability to work efficiently in fast-paced, high-volume support 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 platform-specific audiences and etiquette.
- Familiarity with 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 and ChatGPT.
- Experience with Replit.
Compensation & 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, Linear, Slack, Notion, Replit, Social Media Support, Community Management, Developer Relations, ChatGPT
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