(fluent English) Social Media Support Specialist (Future Openings)

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

Right now, we’re expanding our talent bench — a pool of skilled Social Media Support Specialists who want to grow with us and be the first in line when new projects open.
If you’re ready to join a multicultural, multilingual community and grow professionally while working from home, this could be your next step.

What you will do:

• Respond to customer messages in Facebook Messenger promptly, accurately, and in a friendly, on-brand tone;
• Monitor and reply to reviews and ratings on Facebook and other platforms, handling both positive feedback and complaints professionally;
• Answer questions and comments on social media posts, resolving issues publicly or moving them to private messages when appropriate;
• Troubleshoot common customer issues and escalate complex or sensitive cases to the right internal teams.
• Follow up on open conversations to make sure each customer’s issue is fully resolved;
• Meet response time and quality targets set by the team;
• Use templates and the knowledge base effectively, while personalizing replies so they don’t feel scripted.

What you need to succeed in this role:

• Excellent English proficiency skills (at least C1 for both spoken and written);
• Previous experience handling customer requests on social media;
• Strong communication skills and the ability to stay calm, polite, and professional with frustrated or upset customers.;
• Comfortable using social media platforms, especially Facebook and Messenger;
• Ability to write clear, concise replies quickly while keeping quality high;
• Good problem-solving skills and attention to detail;
• Ability to multitask and manage several conversations at once;
• Basic computer literacy and quick adaptation to new tools and software;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a plus:

• Experience in customer support, community management, or similar customer-facing role;
• Familiarity with social media management or helpdesk tools such as Meta Business Suite, Sprout Social, Hootsuite, Zendesk, or Freshdesk;
• Experience managing online reviews and reputation.

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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