Remote Social Care Triage Specialist

Spectraforce Technologies, Inc.; Menlo Park (CA); Remote; USD 34,000 - 55,000; Part time

Job summary

Spectraforce Technologies, Inc. is seeking a Social Triage Specialist for Muse/Online Operations on a remote, 4+ month assignment.

Monitor social platforms, primarily X, for Muse mentions with very low latency and classify posts against a triage rubric; own the middle tier by engaging users publicly or via DM, resolving issues, and closing the loop. You will respond on-platform, ask clarifying questions to establish a repro, and drive threads to a concrete resolution.

Qualifications

• Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming.
• Strong, concise written voice that holds up in public reply threads.
• Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro.

Responsibilities

• Monitor inbound Muse mentions on a continuous sweep cadence and apply a first-pass tier within the 30-minute live-pass latency target.
• Classify every post against the Tier 1/2/3 rubric using live-pass dimensions and route critical cases to Tier 1; log Tier 3 posts with no outreach.
• Own Tier 2 end to end: respond on-platform, ask clarifying questions to establish a repro, and drive thread to resolution.
• Record tier, tier_reason, and scoring_mode on every item for auditable decisions and flag posts for re-scoring if needed.
• Draft and reuse approved response language; hand off on shift with live queue state and surface recurring themes to product/comms.

Skills

Public social support

De-escalation

Concise writing

Job description

Spectraforce Technologies, Inc. is seeking a Social Triage Specialist for Muse/Online Operations on a remote, 4+ month assignment.

Monitor social platforms, primarily X, for Muse mentions with very low latency and classify posts against a triage rubric; own the middle tier by engaging users publicly or via DM, resolving issues, and closing the loop. You will respond on-platform, ask clarifying questions to establish a repro, and drive threads to a concrete resolution.