Social Media Support Agent

Talentoma; Ohio; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a remote customer support specialist to handle questions and service requests across social media, email, and chat from a home office in Ohio.

You will work under a customer service team lead, using Zoho CRM, Zendesk, and Intercom to provide accurate information, log notes, and follow up on open questions while maintaining a courteous, helpful tone. This is a contract role with a 40-hour weekly commitment and shifting hours.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience supporting customers through digital channels is preferred.
• Familiarity with social media workflows, public comment response practices, and online community standards.

Responsibilities

• Monitor social media queues, direct messages, emails, and chats for customer questions.
• Review messages for the question, account details, and required response path.
• Use Zoho CRM and Zendesk to locate prior interactions and log notes.

Skills

Customer service

Written communication

Multitasking

Reading queries

Education

High school diploma or equivalent

Tools

Zoho CRM

Zendesk

Intercom

Job description

Monthly Pay: $3,588 - $5,032 USD per month

Summary

This contract role answers customer questions and service requests through social media messages, public comments, email, and chat. It gives customers timely, accurate information and helps maintain helpful conversations across online channels. The agent works on the support team under a customer service team lead and partners with customers, support teammates, and internal service contacts. This is a fully remote position in Ohio, United States, and you will work from home at a desk-based workspace. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Monitor incoming customer questions, direct messages, public comments, and tagged posts in assigned social media queues, email inboxes, and chat channels.
• Review each message for the customer question, relevant account details, product or service information requested, and the appropriate response path.
• Use a CRM such as Zoho CRM and a support platform such as Zendesk to locate prior interactions, open service tickets, and log clear notes.
• Respond with approved information, clear next steps, and a respectful tone that matches the channel and customer need.
• Use a live chat tool such as Intercom when chat messages need real-time responses, while keeping conversations focused and professional.
• Update ticket status, categorize the reason for contact, and note actions taken so the next agent has useful context.
• Follow up on open customer questions when additional information is available or a requested action has been completed.
• Escalate urgent, sensitive, or unresolved service concerns to a customer service team lead with a concise summary and supporting interaction notes.
• Coordinate with support teammates and internal service contacts to confirm accurate information before closing a customer interaction.
• Quality is judged by accuracy, turnaround, complete notes, appropriate follow-up, and consistent use of approved information.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience supporting customers through digital channels is preferred.
• Familiarity with social media message workflows, public comment response practices, and online community standards.
• Working knowledge of a CRM such as Zoho CRM, a support platform such as Zendesk, and a live chat tool such as Intercom is preferred.
• Ability to read customer questions carefully, identify the requested information, and give concise, accurate responses.
• Ability to manage several assigned conversations, apply response guidance, and raise concerns through the correct support path.
• Sound judgment when handling public posts and private messages while maintaining a courteous, helpful approach.
• A reliable computer, high-speed internet, and a quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Ohio, United States.
• Structured onboarding and training on a CRM such as Zoho CRM, a support platform such as Zendesk, and a live chat tool such as Intercom.
• Regular check-ins with the customer service team lead.
• This role builds social media monitoring, online community management, and customer interaction skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.