Remote Social Triage Specialist — Tier 2 Resolver

Crystal Equation Corporation; Menlo Park (CA); Híbrido; USD 48.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits

Paid time off

Medical/Dental/Vision/Life insurance

401K

Parental leave

Descripción de la vacante

Crystal Equation Corporation is seeking a Social Triage Specialist IV to monitor social platforms, primarily X, for mentions of our product with very low latency. You will classify posts using the live triage rubric and own the Tier 2 process end-to-end, responding publicly or via DM and driving toward a clear resolution.

This role requires shift-based scheduling including evenings and weekends, strong written communication, crisp judgment under time pressure, and rigorous logging.

Formación

• Experience responding to users in public social channels on behalf of a brand or product.
• Demonstrated judgment under time pressure with escalation when needed.
• Strong, concise written voice for public reply threads.
• Comfort with technical product detail to extract a usable repro.
• Ability to work a shift-based schedule, including evenings and weekends.
• Rigorous logging of every interaction and outcome.

Responsabilidades

• Monitor inbound product mentions on a continuous sweep cadence.
• Classify every post against Tier 1 / 2 / 3 rubric using live-pass dimensions.
• Make the elevate-or-not call with high precision.
• Immediately route hard-override cases to the Tier 1 queue for comms and on-call.
• Log Tier 3 posts to the signal store with no outreach.
• Own Tier 2 end to end.
• Respond to the user on-platform, ask clarifying questions to establish a repro, and drive the thread to a resolution.
• Extract and log the repro, assign an issue category, and track it to closure.
• Record tier, tier_reason, and scoring_mode for auditability.
• Draft and reuse approved response language; elevate when external language is needed.
• Hand off cleanly on shift change with a live queue state.
• Surface recurring themes from Tier 2 and Tier 3 to product and comms partners.

Conocimientos

Public social responses

Brand communication

Decision under pressure

Concise writing

Technical repro skills

Shift work

Logging discipline

Descripción del empleo

Crystal Equation Corporation is seeking a Social Triage Specialist IV to monitor social platforms, primarily X, for mentions of our product with very low latency. You will classify posts using the live triage rubric and own the Tier 2 process end-to-end, responding publicly or via DM and driving toward a clear resolution.

This role requires shift-based scheduling including evenings and weekends, strong written communication, crisp judgment under time pressure, and rigorous logging.