Remote Social Media Support Coordinator

Talentoma; Oregon; Remote; USD 44,000 - 60,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is hiring a Social Media Support Assistant to help organize customer questions received through social media, chat, and email. You will work within the customer support team under a team lead, coordinating with customers, support representatives, and account specialists to prepare replies and maintain tickets.

The role is fully remote from Oregon, United States, with a 40-hour weekly commitment. Daily duties may vary, and shifts will be scheduled accordingly.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience with social media support, chat, email, or administrative assistance preferred.
• Familiarity with public comments, private messages, conversation threads, and the differences between public and private customer responses.

Responsibilities

• Review incoming social media messages, public comments, chat requests, and emails in the assigned queue, then sort them by question type and urgency.
• Use a social media management platform such as Sprout Social to organize conversations, flag unanswered messages, and identify questions needing a private response.
• Open or update service tickets in a Support platform such as Zendesk, recording the customer's question, contact channel, relevant details, and current status.
• Check previous interactions in a CRM such as Salesforce to give the support team useful context and avoid asking customers to repeat information.
• Prepare routine replies using approved product or service information and response templates, checking details before sending messages within the assistant's assigned scope.
• Move account-specific questions from public comments into an approved private channel, explaining the next step without requesting sensitive information in public.
• Refer complaints, unclear requests, and questions outside approved guidance to a support representative or customer service team lead with a concise conversation summary.
• Monitor pending conversations and follow up when promised, requesting updates from the support team when a customer is waiting for an answer.
• Close resolved tickets after confirming the response addresses the question, and leave clear notes so another teammate can understand the completed work.
• Meet quality expectations through accurate information, appropriate turnaround, complete notes, and consistent follow-up; share repeated questions with the team lead for guidance updates.

Skills

Written communication

Customer service

Attention to detail

Independence

Time management

Education

High school diploma or equivalent

Tools

Zendesk

Sprout Social

Salesforce

Job description

Talentoma is hiring a Social Media Support Assistant to help organize customer questions received through social media, chat, and email. You will work within the customer support team under a team lead, coordinating with customers, support representatives, and account specialists to prepare replies and maintain tickets.

The role is fully remote from Oregon, United States, with a 40-hour weekly commitment. Daily duties may vary, and shifts will be scheduled accordingly.