Remote Social Media Customer Care Specialist

Overview of the Role

Embrace a dynamic opportunity as a Remote Social Media Customer Care Specialist, where your precision, empathy, and digital fluency empower you to represent the voice of the brand across online communities. This role is ideal for those who thrive in real-time interactions, respond with emotional intelligence, and can balance professionalism with warmth. You’ll act as a crucial touchpoint for public engagement, delivering exceptional support across various platforms.

Key Responsibilities

• Actively manage and respond to customer inquiries on social platforms, including Facebook, Instagram, X (Twitter), and LinkedIn.
• Offer friendly, prompt support via direct messages, comments, and reviews within brand communication guidelines.
• Route complex or sensitive matters to internal departments while ensuring consistent follow-up.
• Track emerging feedback themes and customer insights that can shape strategy and user experience.
• Accurately log all engagements using integrated CRM and social tools.
• Support cross-functional communication with marketing teams to maintain cohesive messaging.
• Transform critical feedback into opportunities for meaningful resolution.
• Maintain a consistent brand tone and empathy when addressing a diverse range of online personalities.

The Impact You’ll Make

• Reinforce trust by offering reliable, compassionate service to a growing digital audience.
• Be a proactive steward of the brand’s reputation, directly influencing public sentiment.
• Resolve conflicts and concerns with clarity, strengthening user relationships.
• Play a key role in retaining loyal followers and improving social engagement.

Work Environment and Team Culture

Remote Work Setup

• 100% remote with company-issued devices and onboarding support
• Adaptable scheduling to cover varied time zones
• Virtual tools like Slack, Zoom, and cloud-based CRM ensure seamless team integration

Culture and Inclusion

• Supportive, diverse team that promotes equity and collaboration
• Transparency, autonomy, and feedback-driven performance
• Regular virtual team interactions encourage connection and shared growth

Tools and Technology

Daily Tools

• Social engagement platforms (e.g., Hootsuite, Sprinklr, Sprout Social)
• Helpdesk systems (e.g., Zendesk, Help Scout)

Additional Support Platforms

• Moderation and sentiment analysis tools powered by AI
• Google Workspace and Microsoft Teams for coordination
• Live dashboards for customer sentiment and engagement insights

Required Qualifications

Must-Have Skills

• At least two years of customer service experience, including social media engagement
• Exceptional written communication with the ability to tailor tone to context
• Understanding of public digital interactions and content sensitivity

Remote Experience

• Proven success working independently in a virtual setup
• Familiarity with platform trends and evolving online discourse
• Ability to multitask and self-manage within fast-paced workflows

Preferred Qualifications

Additional Assets

• Prior exposure to consumer brands or digital-first companies
• Experience handling social media escalations or moderation issues
• Competency in reading and interpreting basic engagement data
• Multilingual skills are a strong asset

Compensation and Benefits

What You’ll Receive

• Annual Salary: $54,455
• Performance incentives based on quality and speed
• Paid vacation, holidays, and sick days
• Internet and equipment support for remote setup
• Continuous learning with access to workshops and digital certifications
• Defined career advancement paths within the support and marketing divisions

Why This Role Stands Out

This opportunity puts you at the center of real-time brand interaction and customer advocacy. You will not just handle tickets—you'll build relationships and guide experiences. It’s a role where communication meets care, and every reply you send becomes part of the brand’s broader story.

Our Commitment to Diversity and Equality

We champion fairness, equity, and inclusivity at every level. This role exists within a diverse digital workspace where different backgrounds and perspectives drive innovation and connection. We celebrate each team member’s identity and believe an inclusive environment inspires excellence.

Application Process and Call to Action

If you’re energized by helping others and understand the power of thoughtful online dialogue, we want to hear from you. You’ll work in a collaborative, supportive setting where every conversation is an opportunity to make a difference.

Take the Next Step

Start your journey with us today—apply now and help shape exceptional digital customer experiences as our next Social Media Customer Care Specialist!