Social Media Escalations
2 days ago
Role Overview
As a Social Media Customer Service Associate specializing in escalations, youll be the frontline liaison for customer concerns across social media channels. Your goal is to handle complaints, resolve issues efficiently, and maintain a positive user experience all within defined turnaround times (TAT).
Key Responsibilities
- Manage and resolve daily merchant/customer queries via social media channels, chat, and calls
- Monitor and respond to escalated issues/posts/comments on social media, ensuring timely and appropriate resolution
- Maintain brand consistency in tone, voice, and messaging across all interactions
- Coordinate campaigns and social media initiatives to align with brand guidelines
- Collaborate with internal teams by providing feedback, trends, and insights from social media engagements
- Occasionally assist with team coordination or mentoring (when needed)
Requirements & Skills
- Experience: At least 1 year in social media escalations, support, or related customer service roles
- Prior experience managing chat or email support is a plus
- Strong multitasking ability and problem-solving skills
- Excellent written communication skills with attention to brand voice and messaging
- A self-starter with high drive, initiative, and the ability to work independently
- Graduate degree in any discipline
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