(fluent English) Social Media Support Specialist (Future Openings)

SupportYourApp; EUA; Teletrabalho; USD 25 000 - 41 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Rewards for referrals

Remote work

No time-tracking

Competitive USD compensation

Resumo da oferta

SupportYourApp is seeking a Social Media Support Specialist to join our remote team. You will respond to customer messages on Facebook Messenger and other platforms, monitor reviews, and help resolve issues with a friendly, on-brand tone.

You’ll use templates and knowledge bases, escalate complex cases when needed, and maintain high response quality while meeting targets. Fluent English (C1) and strong communication are essential, as well as comfort with social media tools and a reliable home

Qualificações

• Excellent command of English (C1) in speech and writing.
• Experience handling customer requests on social media.
• Strong communication skills and the ability to stay calm and professional with upset customers.
• Ability to multitask and manage several conversations at once.
• Basic computer literacy and quick adaptation to new tools.

Responsabilidades

• Respond to customer messages in Facebook Messenger promptly, accurately, and in a friendly tone.
• Monitor and reply to reviews and ratings on Facebook and other platforms.
• Answer questions and comments on social media posts, resolving issues publicly or via private messages.
• Troubleshoot common issues and escalate complex cases to internal teams.
• Follow up on open conversations to ensure issues are fully resolved.
• Meet response time and quality targets set by the team.
• Use templates and knowledge base while personalizing replies.

Conhecimentos

English proficiency

Social media customer support

Strong communication

Multitasking

Problem solving

Basic computer literacy

Reliable home setup

Ferramentas

Meta Business Suite

Sprout Social

Hootsuite

Zendesk

Freshdesk

Descrição da oferta de emprego

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

Right now, we’re expanding our talent bench — a pool of skilled Social Media Support Specialists who want to grow with us and be the first in line when new projects open.

If you’re ready to join a multicultural, multilingual community and grow professionally while working from home, this could be your next step.

• Respond to customer messages in Facebook Messenger promptly, accurately, and in a friendly, on-brand tone;
• Monitor and reply to reviews and ratings on Facebook and other platforms, handling both positive feedback and complaints professionally;
• Answer questions and comments on social media posts, resolving issues publicly or moving them to private messages when appropriate;
• Troubleshoot common customer issues and elevate complex or sensitive cases to the right internal teams.
• Follow up on open conversations to make sure each customer’s issue is fully resolved;
• Meet response time and quality targets set by the team;
• Use templates and the knowledge base effectively, while personalizing replies so they don’t feel scripted.
• Excellent English proficiency skills (at least C1 for both spoken and written);
• Previous experience handling customer requests on social media;
• Strong communication skills and the ability to stay calm, polite, and professional with frustrated or upset customers.;
• Comfortable using social media platforms, especially Facebook and Messenger;
• Ability to write clear, concise replies quickly while keeping quality high;
• Good problem-solving skills and attention to detail;
• Ability to multitask and manage several conversations at once;
• Basic computer literacy and quick adaptation to new tools and software;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
• Experience in customer support, community management, or similar customer-facing role;
• Familiarity with social media management or helpdesk tools such as Meta Business Suite, Sprout Social, Hootsuite, Zendesk, or Freshdesk;
• Experience managing online reviews and reputation.
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.
• The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.