Social Media, Customer Support Associate
Resolves escalated user issues through social media channels, including technical product questions, while coordinating with internal teams and improving support operations. The role requires 2–5 years of social media or customer support experience, strong communication and problem-solving skills, and in-office availability.
About the job
Responsibilities
- Resolve user issues efficiently and accurately across social media platforms, including X, LinkedIn, and Facebook.
- Resolve escalated social media issues, including technical product questions, and help prevent recurrence.
- Partner with internal teams such as Communications, Incident Operations, and Risk on high-stakes user issues.
- Initiate incident reports with a user-first mindset.
- Coordinate executive escalations with relevant teams.
- Contribute to and manage programs that improve the user experience.
- Identify operational process gaps and drive continuous improvements.
- Help build the team’s operational culture.
Requirements
- 2–5 years of experience with social media support and/or resolving user issues through social channels.
- Experience in customer support and external, user-facing operations.
- User-first mindset and ability to solve difficult problems.
- Excellent written and verbal communication skills.
- Process-oriented approach and curiosity about technical products.
- Strong analytical thinking and problem-solving skills.
- Ability to prioritize and execute in a fast-moving environment.
- Proven ability to collaborate effectively across teams and with external partners.
- Willingness to work one weekend day in exchange for a weekday off in lieu.
- Ability to work daytime 9-hour shifts, including a paid lunch break, scheduled between 6am and 10pm.
- Willingness to work in an in-office environment.
Nice-to-haves
- Prior experience or knowledge in user support.
- Experience working on projects or process-improvement initiatives.
Skills
Social Media Support, Customer Support, Incident Management, Process Improvement, Technical Product Support, Analytical Thinking, Problem Solving, Written Communication, Verbal Communication, Cross-Functional Collaboration
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