Social Support Specialist I

United States Digital Space LLC; United States; Hybrid; USD 52,000 - 70,000; Full time

Job summary

United States Digital Space LLC is seeking an L1 Social Support Specialist on the Customer Experience team to manage high-volume, real-time engagement across X, Instagram, and Facebook with timely, brand-aligned responses while protecting public channels.

This role requires 2+ years of public social support in fintech or crypto, proficiency with Sprinklr and Salesforce Service Cloud, and an AI-assisted workflow mindset to improve efficiency.

Qualifications

• 2+ years in public social support in fintech or crypto.
• Clear written communication for short-form social content.
• Experience triaging social volume by risk and visibility.

Responsibilities

• Own end-to-end resolution of inbound DMs across X, Instagram and Facebook, including authentication, troubleshooting, and routing into internal workflows.
• Draft and submit public-facing replies and mentions for Shift Monitor approval, maintaining brand voice in every interaction.
• Investigate and resolve customer issues by identifying root causes, tracking cases, and escalating PR-sensitive concerns per playbooks.
• Educate customers on the company products, features, and crypto best practices, guiding them to unlock services.
• Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response targets.

Skills

Public social support

Brand voice

Social triage

Social platforms

Crypto basics

AI tools

Tools

Sprinklr

Salesforce Service Cloud

JIRA

AI copilots

Job description

Ready to do the most impactful work of your career? Atthe company, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. the company is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges." learn more about working at the company.

As an L1 Social Support Specialist on the Customer Experience team, you'll serve as the frontline voice of the company across our core social platforms. This role owns high-volume, real-time customer engagement via X (Twitter), Instagram, and Facebook, ensuring every customer feels heard while maintaining brand safety through moderated public responses. You'll operate on a 24/7 rolling roster, handling DMs independently and routing public replies through Shift Monitor approval to protect brand integrity at scale.

What you’ll do:

• Own end-to-end resolution of inbound DMs across X, Instagram and Facebook, including authentication, troubleshooting, and routing into internal workflows.
• Draft and submit public-facing replies and mentions for Shift Monitor approval, maintaining a consistent, platform-appropriate brand voice in every interaction.
• Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns per established playbooks.
• Educate customers on the company products, features, and crypto best practices, guiding them to unlock services that match their unique profile.
• Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels.

Required Skills and Experience:

• 2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto).
• Demonstrated ability to handle customers across DMs, public replies, and mentions with proven high-judgment, concise written communication adapted for short-form social content.
• Hands-on experience triaging social volume by risk and visibility, moving conversations to DM when needed, and managing cases end-to-end within SLA-driven workflows.
• Working proficiency with social engagement platforms (e.g., Sprinklr), ticketing systems (e.g., Salesforce Service Cloud, JIRA), and LLM/AI-powered support tools (copilots, chatbots, workflow automation).
• Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice:

The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus):

₱638,600—₱638,600 PHP

P77605

• *Application Limit: *Candidates may submit a maximum of 3 applications within a 6-month period.
• *Equal Opportunity Employer: the company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.*
• *US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.*
• *Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]the company.com.Need screen reading technology? Click here to download a free compatible screen reader and view thetutorial.*
• *Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.