Digital Customer Support Representative

Socket.dev; Fulton (MD); Hybrid; USD 42,000 - 59,000; Full time

Job summary

Window Nation is seeking a Digital Customer Support Representative to amplify our brand online across social media, reviews, and digital channels. You will engage with customers, address concerns with empathy, and celebrate positive interactions, helping maintain an exceptional service standard.

This hybrid role requires 3 days in the office and 2 days remote, reflecting our flexible, customer-centric culture.

Qualifications

• Two or more years of customer service, retail, hospitality, or similar customer-facing experience.
• Two or more years moderating online communities or responding to customers through digital channels.
• Experience with social media management platforms and CRM tools.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to reviews and messages across social media and online review platforms.
• Represent the brand voice with a friendly, authentic, and solution-focused approach.
• Identify customer concerns, escalate to internal partners, and follow through to resolution.
• Monitor response timelines and ensure SLAs are met or exceeded.
• Maintain accurate business listings and profiles across digital platforms.
• Share customer feedback and trends with internal teams to drive improvements.
• Assist with creating and publishing engaging organic social media content.
• Support customer incentive and recognition programs.
• Contribute to marketing and brand reputation initiatives as needed.

Skills

Customer service experience

Strong communication skills

Empathy and professionalism

Brand voice coordination

Education

High school diploma, GED, or equivalent

Tools

Sprout Social

HubSpot

Salesforce

Excel

Job description

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that.

Help Shape the Voice of a Brand Customers Trust

Are you someone who enjoys connecting with people online, solving problems, and creating positive customer experiences? Do you know how to turna customerinteraction into an opportunity to build trust and strengthen a brand?

At Window Nation,we'relooking for a Digital Customer Support Representative to be the voice of our brand across social media, online review platforms, and other digital channels. In this role, you'll engage directly with customers and prospects, celebrate positive experiences, address concerns with empathy and professionalism, and help ensure every interaction reflects our commitment to exceptional service. This is a Hybrid role with a schedule that requires 3 days in office / 2 days remote.

Working closely with the Brand Reputation Manager,you'llplay a key role in protecting and enhancing Window Nation's online reputation whileprovidingvaluable customer insights that help improve our business.

Core Role Responsibilities

• Respond promptly and professionally to customer reviews, comments, and messages across social media and online review platforms.
• Represent the Window Nation brand with a friendly, authentic, and solution-focused voice.
• Identifycustomer concerns, escalateto internal partners, and follow them through to resolution.
• Monitor response timelines and ensure service-level expectations are consistently met or exceeded.
• Maintainaccuratebusiness listings and account information across digital platforms.
• Share customer feedback and trends with internal teams to support continuous improvement.
• Assistwith creating and publishing engaging organic social media content.
• Support customerincentiveand recognition programs.
• Contribute toadditionalmarketing andbrand reputationinitiatives as needed.

Basic Qualifications

• High school diploma, GED, or equivalent
• Two or more years of customer service, retail, hospitality, or similar customer-facing experience

Preferred Qualifications

• Two or more years moderating online communities or responding to customers through digital channels
• Experience using social media management platforms such as Sprout Social or HubSpot
• Experience with CRM platforms such as Salesforce
• Working knowledge of Microsoft Excel or similar spreadsheet applications
• Strong written and verbal communication skills
• Commitment to professionalism, accountability, and continuous improvement

#LI-NB1

Window Nation cultivates a culture of inclusionthat respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team - one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.