Remote Social Media Support Specialist

Talentoma; Buffalo (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Fully remote

Structured onboarding and training

Regular check-ins

Skill development opportunities

Health coverage

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Social Media Support Agent to handle customer inquiries via social, email, and public comments. This fully remote role is based in New York, United States, with a 40-hour weekly commitment and varied shifts.

You will collaborate with the customer service team lead and other agents, using Hootsuite, Freshdesk, and HubSpot to provide accurate responses and effective handoffs across channels.

Qualifications

• Experience in customer messaging and service inquiries.
• Ability to adapt approved wording and maintain a calm tone.
• Familiarity with public comments and private-channel handoffs.
• Strong written communication skills and attention to detail.

Responsibilities

• Review social messages, comments, and emails to identify questions.
• Monitor channels using Hootsuite; route to appropriate channels.
• Check approved product info before responding and avoid promises.
• Log interactions in Freshdesk with status and next steps.
• Review history in HubSpot to maintain continuity.
• Move conversations to private channels when needed for account details.
• Resolve routine questions using approved guidance.
• Follow up on open conversations and record updates.
• Escalate unresolved issues with concise context.
• Close tickets with clear resolution notes.

Skills

Customer service

Written communication

Remote work

CRM familiarity

Education

High school diploma or equivalent

Tools

Hootsuite

Freshdesk

HubSpot

Job description

Talentoma is seeking a Social Media Support Agent to handle customer inquiries via social, email, and public comments. This fully remote role is based in New York, United States, with a 40-hour weekly commitment and varied shifts.

You will collaborate with the customer service team lead and other agents, using Hootsuite, Freshdesk, and HubSpot to provide accurate responses and effective handoffs across channels.