Social Media Customer Support

[C1 level written English Required] Please do not respond to this post using AI or you willl be disqualified from applying. Thanks! At Cxstomer, we support some of the fastest growing consumer brands in the US, and we do it by putting people first. We're looking for a Social Media Customer Support specialist who genuinely enjoys helping people and knows how to bring warmth and good judgment to every interaction. No content creation, no campaigns, just real conversations. You'll be one of the friendly, thoughtful voices behind a brand's social presence, working alongside a team of other specialists to respond to comments and DMs, putting customers at ease, and knowing when to pass things up the chain. What A Typical Day Looks Like -Check in on your assigned platforms and make sure every comment and DM gets a response within your target time. -Answer customer questions about products clearly and in your own words, your personality should come through in every reply. -Chat with customers who are still on the fence and help them figure out if the product is right for them, no pressure, just honest help. -Handle negative comments or reviews with patience and grace, turning a frustrating moment into a good one. -Spot conversations that need more than a reply and escalate them to the right person. -Coordinate with teammates covering the same platforms so nothing gets missed or double answered. -Use approved FAQs and guidelines as a starting point, then write responses that actually sound like a human wrote them. -Keep track of what customers are asking about most and share those patterns with your team lead. -Stay up to date on the product so your answers are always accurate and helpful. -Know when to say "let me connect you with someone who can help," and do it in a way that leaves the customer feeling good. What We Are Looking For -1+ year of social media customer support experience, BPO, in house, whatever the setup -Impeccable written English is a must. Every message reflects the brand, so grammar, spelling, and tone need to be consistently excellent. Alongside that, we want real personality to come through so responses never feel robotic or scripted. -Emotional maturity, some conversations will be heavy, and you'll need the awareness to know when to escalate rather than reply -A naturally warm and patient way of dealing with people, even on a hard day -Your main focus will be our Facebook page centered on parenting in a tech connected world, so comfort and experience on Facebook specifically is essential. Familiarity with Instagram, TikTok, Reddit, and X is a plus, since you may occasionally support those platforms too. -Comfortable juggling multiple platforms and conversations at once without dropping the ball -Someone who can work well as part of a team, communicate with teammates about what they're seeing, and stay on top of things without needing to be closely managed -Tech support experience? Great bonus, but definitely not a dealbreaker