Social Media Support Specialist

Talentoma; South Carolina; À distance; USD 39 000 - 55 000; Plein temps

Avantages offerts par ce poste

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Résumé du poste

Talentoma is seeking a Social Media Support Specialist for a fully remote role based in the United States. The position supports customers via social and email channels, using Freshdesk and HubSpot, with a 40-hour work week and varying shifts from home in South Carolina.

You will review, research, and respond to inquiries about products, services, and accounts, escalating when needed and documenting interactions in the CRM for future reference.

Qualifications

• Diploma or equivalent required.
• 1–2 years in customer-facing digital support preferred.
• Experience with social media channels and support platforms.

Responsabilités

• Review social media messages, comments, and emails in the support tool and prioritize by urgency.
• Verify account details and determine information needed for responses.
• Provide clear, courteous product/service and account info via social/email.
• Move sensitive conversations to private channels with a respectful tone.
• Document interactions in a CRM with notes and follow-ups.
• Research with reference materials before answering when unsure.
• Escalate urgent or repetitive issues to the team lead with context.
• Follow up to confirm resolution and update request status.
• Share insights on recurring themes to improve future responses.
• Maintain quality with accurate, timely, complete notes and follow-up.

Connaissances

Customer support

Written comms

Remote work

Time management

Attention to detail

Independence

Formation

High school diploma

Outils

Freshdesk

HubSpot

Description du poste

Job Title: Social Media Support Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Each shift begins with the open queue of social media messages, comments, and emails waiting for a helpful answer. The Social Media Support Specialist handles customer questions about products, services, and account access, helping people receive clear guidance while keeping conversations organized. This role sits within the customer support team and works under a customer service team lead. The specialist partners with customers, support teammates, product specialists, and operations contacts to resolve questions and share recurring themes. This is a fully remote work from home position based in South Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming social media messages, public comments, emails, and assigned requests in a support platform such as Freshdesk, then prioritize inquiries by urgency and customer need.
• Read each customer question carefully, verify relevant account details and prior conversation notes, and identify the information needed for an accurate response.
• Provide clear, courteous answers about product or service information, account access, basic order status, and available next steps through approved social and email channels.
• Move account-specific or sensitive conversations from public social channels to an appropriate private channel while maintaining a respectful and helpful tone.
• Create complete interaction notes in a CRM such as HubSpot, including the question, actions taken, information shared, and any promised follow-up.
• Use available reference materials to research product or service questions and confirm details before responding when the answer is not immediately clear.
• Coordinate with support teammates, product specialists, or operations contacts when a customer question needs additional review or information.
• Escalate unresolved, urgent, or repeated concerns to the customer service team lead with concise notes and relevant conversation context.
• Follow up on open requests, confirm that customers have received the needed information, and update request status after the next action is completed.
• Monitor recurring customer themes from social conversations and share useful observations with the support team to improve future responses.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, professional tone, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of related customer-facing digital support experience preferred.
• Familiarity with social media channels and the ability to distinguish public comments, direct messages, and email-based customer questions.
• Knowledge of product and service information practices, account access support, order status questions, and appropriate customer response steps.
• Experience using a support platform such as Freshdesk and a CRM such as HubSpot preferred.
• Ability to write concise, professional responses that address customer questions clearly and maintain a respectful tone.
• Ability to review conversation context, identify missing details, and make sound decisions about follow-up or escalation.
• Comfortable working independently while coordinating effectively with a customer service team lead and remote teammates.
• Reliable computer, high-speed internet, and a quiet private workspace, with 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 South Carolina, United States.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead for guidance, priorities, and development feedback.
• Opportunities to build social media response, customer research, request coordination, and platform navigation skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.