Social Media Support Agent - TD

TD; British Columbia; Remote; CAD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Social Media Support Agent to join their remote team. You will manage customer inquiries across various platforms, ensuring timely and professional support. Ideal candidates have customer support experience and excellent communication skills, with the ability to maintain the brand's voice effectively.

Benefits

100% remote work with flexible hours

Competitive salary and performance-based bonuses

Paid time off and holidays

Training and development opportunities

Positive and inclusive remote work culture

Qualifications

• Prior experience in customer support or social media support.
• Strong understanding of social media platforms.
• Ability to manage multiple conversations simultaneously.

Responsibilities

• Responding to customer inquiries and feedback on social media.
• Monitoring social channels for mentions and direct messages.
• Tracking customer interactions using CRM tools.

Skills

Written communication

Problem solving

Empathy

Tools

Hootsuite

Sprout Social

Buffer

Job description

Department : Customer Support / Social Media

Reports To : Social Media Manager / Customer Support Manager

Position Summary :

We are looking for a Social Media Support Agent to join our remote team and manage customer inquiries, complaints, and feedback across various social media platforms. In this role, you’ll be responsible for providing timely and professional support to customers via social channels like Facebook, Twitter, Instagram, and more. Your goal will be to ensure positive engagement and resolve customer issues quickly while maintaining our brand's voice and tone.

Key Responsibilities :

Respond to customer inquiries, concerns, and feedback on social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.).

Provide clear, professional, and friendly responses that reflect the brand’s voice and values.

Monitor social media channels for mentions, tags, and direct messages, ensuring timely responses.

Assist customers with troubleshooting, product information, order status, and account-related issues.

Address customer complaints and concerns with empathy, while providing solutions or escalating to appropriate teams when necessary.

Track and document customer interactions and resolutions using CRM or social media management tools.

Identify recurring issues or common questions and suggest improvements to internal processes or FAQs.

Work closely with other departments (e.g., marketing, sales, technical support) to resolve complex issues.

Maintain a positive and consistent online presence that aligns with the company’s values and brand messaging.

Qualifications :

Prior experience in customer support, community management, or social media support.

Strong understanding of social media platforms and how they function in a customer service context.

Excellent written communication skills with a friendly, clear, and professional tone.

Ability to manage multiple conversations simultaneously in a fast-paced environment.

Experience using social media management tools (e.g., Hootsuite, Sprout Social, Buffer) or CRM software.

Strong problem-solving skills and ability to handle both simple and complex customer issues.

Empathy, patience, and the ability to stay calm under pressure.

Self-driven with the ability to work independently in a remote work setting.

Reliable internet connection and a distraction-free workspace.

Preferred Qualifications :

Familiarity with social media monitoring and analytics tools.

Experience with brand tone management and online community engagement.

Fluency in multiple languages is a plus.

Experience in e-commerce, SaaS, or other digital products / services.

Ability to work flexible hours, including evenings or weekends, if needed.

What We Offer :

100% remote work with flexible hours.

Competitive salary and performance-based bonuses.

Paid time off and holidays.

Training and development opportunities.

A positive and inclusive remote work culture.

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