CSSR (Customer Service Social Media Representative)

Kitsch LLC; United States; Remote; USD 4,400 - 7,100; Full time

Job summary

Kitsch LLC, a global beauty brand, is seeking a Customer Service Social Media Representative to join our Customer Experience Team. You’ll be the friendly voice behind our social channels—responding to comments and messages on Facebook, Instagram, TikTok, and more, helping customers find the right products and solving problems quickly.

This fully remote role is based in the Philippines. The ideal candidate has strong empathy, excellent communication, and a track record of resolving complex

Qualifications

• 2–3 years of experience in social media community management.
• 2–3 years of experience in customer service.
• Proven track record of solving complex customer issues.
• Experience with social media management tools (Emplifi, Agorapulse, or Hootsuite).
• Experience with customer service software and tools.
• High school diploma or equivalent (college degree is a plus).
• Background in beauty or retail is a plus.
• Experience with Shopify or connected apps is a plus.
• Empathy, strong communication skills, and problem-solving abilities.

Responsibilities

• Respond to customer messages and comments on social channels.
• Resolve shipping delays, product defects, missing packages, and payment issues.
• Recommend products based on customer needs.
• Escalate tricky issues and follow up until resolution.
• Collaborate with social media and customer service teams to assist customers.
• Learn our product lines, promotions, and policies.
• Explain what social media tools you have used in your application.

Skills

Social media management

Customer service

Problem-solving

Empathy

Communication

Education

High school diploma or equivalent

College degree a plus

Tools

Emplifi

Agorapulse

Hootsuite

Shopify

Job description

About Kitsch

Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers.

The Role

We’re looking for a Customer Service Social Media Representative to join our Customer Experience Team. You’ll be the friendly voice behind our social channels — answering comments and messages on Facebook, Instagram, TikTok, and more. You’ll help customers find the right products and solve real problems, fast.

Location: Remote (Philippines)

What You’ll Do

• Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels.
• Solve customer issues like shipping delays, product defects, missing packages, and payment problems.
• Recommend products based on what each customer actually needs.
• Escalate tricky issues to the right team and follow up until they’re resolved.
• Team up with other social media and customer service reps to get customers the help they need.
• Learn our products, promotions, and policies inside and out.
• In your application, tell us what social media community management tools you’ve used. If you haven’t used a specific tool, tell us which platforms you’ve worked on and what you did there.

What You Bring

• 2-3 years of experience in social media community management.
• 2-3 years of experience in customer service.
• A track record of solving complex customer issues.
• Experience with social media management tools (like Emplifi, Agorapulse, or Hootsuite).
• Experience with customer service software and tools.
• A high school diploma or equivalent (a college degree is a plus).
• Background in beauty or retail is a plus.
• Experience with Shopify or connected apps is a plus.
• Empathy, strong communication skills, and a knack for problem-solving.

Full-time, remote (Philippines)