Social Media Support Specialist (Contract | Remote)

About

We're looking for a Social Media Customer Support Specialist to help resolve customer concerns across social media and digital channels. This role focuses on escalated customer issues, supporting frontline agents, and ensuring customers receive accurate, thoughtful responses. You'll work across platforms including Facebook, Instagram, TikTok, X, and LinkedIn while helping maintain a positive customer experience.

What You'll Do

• Investigate and resolve escalated customer concerns, partnering with frontline support teams and internal stakeholders.
• Provide accurate, professional, and personalized written responses across social media and digital channels.
• Support complex customer issues, including sensitive situations, product concerns, and emerging social media trends.
• Identify recurring customer issues, share feedback, and help improve support processes.
• Monitor social channels for customer concerns and assist with time-sensitive issues.
• Collaborate with internal teams to troubleshoot problems and improve the overall customer experience.

What We're Looking For

• Customer service experience with a strong focus on problem-solving and customer satisfaction.
• Excellent written communication skills, including grammar, spelling, and the ability to write clear, natural responses independently.
• Familiarity with major social media platforms and an understanding of professional online communication.
• Ability to investigate customer issues, identify solutions, and exercise good judgment.
• Strong attention to detail and the ability to manage multiple customer concerns in a fast-paced environment.
• Comfort learning new tools, systems, and customer support processes.
• Experience supporting online communities, social media customers, or escalated support cases is a plus.

Schedule

This is a fully remote position within the United States. Initial training follows a Monday through Friday schedule. During the January through April peak season, employees will work a consistent five-day schedule that includes at least one weekend day. Flexibility for early or late shifts is required.