Customer Support Executive-Social Media Escalations Location:

2 days ago

Pune, India Frido Full time

Customer Support Executive – Social Media EscalationsLocation:Amar Tech Park, Block B, 4th floor, Balewadi, Pune, India, About the Role:We’re looking for a proactive and empathetic Customer Support Executive to manage customer escalations received via social media platforms (Instagram, Twitter/X, Facebook, etc.). The ideal candidate will be skilled at resolving issues quickly, maintaining brand tone, and turning negative experiences into positive customer interactions.Key Responsibilities:- Monitor, track, and respond promptly to customer queries and complaints across all social media platforms.- Handle escalated cases from the social media team or community managers with empathy and professionalism.- Coordinate with internal teams (operations, logistics, product, or tech) to ensure timely resolution.- Maintain consistent brand voice and communication standards in all replies.- Identify trending issues or recurring complaints and share insights with the relevant departments.- Prepare weekly reports on social media escalations, response time, and resolution rate.- Escalate critical or sensitive issues to management as needed.Requirements:- Bachelor’s degree in any field.- 1–3 years of experience in customer support, preferably in social media or e-commerce.- Excellent written and verbal communication skills in English.- Strong problem-solving ability and patience in handling difficult conversations.- Familiarity with social media platforms, CRM tools, and ticketing systems (like Freshdesk, Zendesk, or Sprinklr).- Ability to multitask and work in a fast-paced environment.Preferred Skills:- Prior experience handling brand reputation or social media responses.- Basic understanding of social media analytics and reporting.- Positive attitude with a customer-first mindset.What We Offer:- Collaborative and supportive work culture.- Opportunity to be the voice of the brand and make real customer impact.- Growth opportunities within the customer experience or social media team.

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