Customer Support Executive-Social Media Escalations Location:

3 days ago

Pune, Maharashtra, India Frido Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Customer Support Executive – Social Media Escalations

Location:

Amar Tech Park, Block B, 4th floor, Balewadi, Pune, India, 411045

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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