Allegheny Health Network is looking for a Customer Service (Social-First Customer Care Specialist) to serve as the first point of contact for users on social channels and email. You'll support customers of a leading digital subscription-based product suite, helping maintain a positive brand presence by responding to questions, resolving issues, and escalating when needed.
What You'll Do
- Respond to public comments with strong judgment, context awareness, and the right brand tone.
- Manage direct messages (DMs) and private support conversations end-to-end.
- Use a CRM to review customer history, track cases, and document outcomes clearly.
- Support common customer service needs including account and login support, subscription, billing, refunds, and cancellations.
- Handle retention-style conversations when appropriate.
- Provide access, download, install, or 'it's not working' troubleshooting.
- Provide basic product guidance and technical triage, escalating when needed.
- Use AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending.
- Follow established escalation paths for high-risk issues, sensitive topics, and VIP situations.
- Contribute to consistent quality across shifts in tone, accuracy, and decision-making.
What We're Looking For
- A High School Diploma or equivalent.
- 2+ years of experience in social care, community management, CX support, or digital customer service.
- Strong verbal communication & writing skills (friendly, clear, and socially native).
- Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting.
- Calm under pressure and confident in high-visibility comment sections.
- Organized, accountable, and consistent.
- Fluent in English both written and oral.
- General knowledge and interest in various social media platforms.
- A good working home environment with a stable internet connection.
- The ability to work an 8-hour shift on a rotating shift schedule.
Nice to Have
- Near native fluency in Portuguese, Spanish, or French.
- Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools).
- Experience working within a CRM, or social tools such as Sprout or Sprinklr.
- Experience supporting subscription-based or SaaS products.
- Experience with moderation and customer engagement in high-volume social environments.
Benefits & Compensation
- 100% Remote position.
- Continuous learning experience & career growth opportunities.
- Offers competitive compensation based on location market rates.
- A great opportunity to work with some of the world’s coolest and most innovative brands.
- A welcoming environment where even your feedback and suggestions are all being taken into consideration.
- Enjoy working in a diverse & global team environment.
Work Mode
This is a global, 100% remote position. The role is open to candidates based in Portugal.
Allegheny Health Network embraces and promotes diversity and inclusivity. Our mission is to create opportunities for brands and communities to speak.
