About the Role
This position is responsible for engaging with clients across social media platforms, addressing inquiries, resolving issues, and promoting positive interactions to enhance overall user experience.
Responsibilities
- Respond to client messages and comments on social media channels promptly and professionally
- Monitor social platforms for emerging client concerns or trending topics
- Escalate technical or account-related issues to appropriate internal teams
- Provide clear, accurate information about platform features and policies
- Maintain consistent communication tone aligned with brand standards
- Identify opportunities to improve client satisfaction through proactive outreach
- Document client interactions and track recurring issues
- Collaborate with support and product teams to relay client feedback
- Assist in developing templated responses for common social media inquiries
- Follow established protocols for handling sensitive or high-profile client cases
- Stay updated on platform changes to provide accurate client guidance
- Work within defined service level expectations for response times
- Contribute to social engagement quality assurance processes
- Support campaign-related client interactions during product launches
- Adhere to compliance and data privacy standards in all communications
- Use CRM tools to log and manage client touchpoints
- Report on key engagement metrics and client sentiment trends
- Participate in team meetings and training sessions
- Maintain up-to-date knowledge of social media policies
- Handle account verification requests through approved workflows
- Guide users to self-help resources when appropriate
- Recognize and report potential security or fraud incidents
- Support multilingual clients when language skills permit
- Follow escalation paths for unresolved or complex cases
- Contribute to internal documentation for client-facing processes
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote, with flexibility for global time zones
Team
Part of the client support team focused on social media engagement
Fixed-Term Nature
- This is a time-limited position with a defined end date
- No automatic conversion to permanent status is guaranteed
Application Instructions
- Applicants must submit a resume and cover letter
- Only shortlisted candidates will be contacted
Not available for this fixed-term position
