Remote Social Media Support Specialist

Talentoma; Florida; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a Social Media Support Representative to respond to customer inquiries via social platforms, email, chat, and comments. You will work within the support team under a team lead and coordinate with product contacts to resolve questions and follow up.

The role is fully remote, based in Florida, with a 40-hour weekly commitment and flexible shift times. Responsibilities include monitoring channels with Hootsuite, creating and updating tickets in Freshdesk, and ensuring accurate,

Qualifications

• No experience required; related customer support, social media response, chat, or email experience preferred.
• Authorization to work in the United States.
• Fully remote work from home in Florida, with desk-based responsibilities handled through online support channels.
• Structured onboarding and training on the named systems, approved response guidance, ticket notes, and escalation steps.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and discuss progress.

Responsibilities

• Review incoming social media comments, direct messages, chat conversations, and email tickets, then prioritize questions according to urgency and established response guidelines.
• Monitor assigned channels through a social media management platform such as Hootsuite, distinguishing customer support requests from unrelated comments and promotional messages.
• Read the full conversation before responding, check approved product or service information, and identify details needed to understand the customer's question.
• Answer routine questions in clear, concise language that suits the channel while keeping the response helpful, factual, and focused on customer needs.
• Move conversations from public comments to private messages when account details are needed, following approved privacy practices without requesting sensitive personal information.
• Create and update service tickets in a support platform such as Freshdesk, recording the question, checks completed, response provided, and next action.
• Check previous interactions in a CRM such as HubSpot so customers do not need to repeat information already available to the support team.
• Escalate unresolved questions, repeated service problems, or sensitive public conversations to the customer service team lead with complete context and relevant message links.
• Follow up when promised or when another team provides an update, explain the outcome, and close tickets only when the next steps are clear.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate escalation, and consistent follow-up; flag recurring questions for updates to approved guidance.

Skills

Written communication

Attention to detail

Customer service mindset

Remote work readiness

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Hootsuite

Job description

Talentoma is seeking a Social Media Support Representative to respond to customer inquiries via social platforms, email, chat, and comments. You will work within the support team under a team lead and coordinate with product contacts to resolve questions and follow up.

The role is fully remote, based in Florida, with a 40-hour weekly commitment and flexible shift times. Responsibilities include monitoring channels with Hootsuite, creating and updating tickets in Freshdesk, and ensuring accurate,