Social Media Customer Support

hace 2 semanas

Ciudad de México HireHawk A tiempo completo

Job TitleSocial Media Customer Support
**Location**: Remote
**Working hours**: Monday through Friday, aligned with Los Angeles hours (8 AM - 5 PM PST). Occasional evening and weekend availability to support quick response times.
We’re an award-winning beauty brand that’s redefining multifunctionality with easy and efficient products that help you save time, money, and space. We’re currently hiring for a remote Customer Experience Specialist to provide exceptional service to our e-commerce customers.
**WHAT YOU’LL BE DOING**:

- Responding quickly and professionally to customer inquiries, comments, and concerns across all social media channels (Instagram, Facebook, TikTok, etc.) and paid ad posts.
- Ensuring rapid response times, prioritizing timeliness and low-touch resolutions to create a seamless, positive customer experience.
- Proactively engaging with customers in comments and DMs to answer product questions, offer guidance, and reflect our brand tone and values.
- Escalating any sensitive or high-touch interactions appropriately while maintaining a calm and positive public-facing demeanor.
- Monitoring incoming social tickets and routing internal customer support issues (refunds, replacements, order issues) to the appropriate CX team members.
- Suggesting product solutions, replacements, and beauty shade matches when applicable.
- Analyzing trends in social feedback and reporting insights that could help improve CX processes, product communication, or customer education.

**Requirements**:

- A fast-acting, empathetic, passionate, and detail-oriented individual who is driven to enhance every customer’s journey.
- Naturally fluent in social media and confident responding in comment threads, direct messages, and ad replies with both professionalism and personality.
- Customer-obsessed and committed to solving problems with clarity and care.
- Strong spelling, grammar, and tone in written English.
- Experienced with ticket-based support tools such as Shopify, Gorgias, and other e-commerce platforms.

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