Social Media Customer Support

Social Media Customer Support

JOB DESCRIPTION

Role Overview
The Social Media Customer Support role is responsible for handling customer concerns received through Facebook and
Instagram. The main goal is to provide fast, accurate, and complete support through comments and direct messages.
The employee is expected to review each concern, investigate the issue, use the available tools and information, and
provide the appropriate resolution. This role requires strong critical thinking, good judgment, clear communication, and
the ability to work independently while following company policies and procedures.
Work Schedule
• Full-time, 40 hours per week.
• Eastern Time (EST).
• Weekend shifts may be required based on business needs.
• Weekend days off are not guaranteed and will depend on team coverage.
Main Responsibilities
• Monitor and respond to customer comments and direct messages on Facebook and Instagram.
• Handle concerns related to orders, shipping and delivery, product questions, returns, refunds, replacements, missing items,
defective products, and other post-purchase concerns.
• Review order details and customer information through Shopify.
• Process approved refunds through Shopify.
• Process or request replacement orders through the company fulfillment process.
• Move public conversations to direct messages when personal or order information is required.
• Follow up on open concerns until a proper resolution has been provided.
• De-escalate upset customers and handle complaints in a professional manner.
• Use critical thinking when a concern does not exactly match an existing process or script.
• Review previous customer interactions when needed before providing a response.
• Escalate concerns when approval, additional support, or management review is required.
• Document important customer concerns, escalations, and follow-ups when needed.
• Coordinate with other team members to resolve customer issues.
• Maintain professional and accurate communication at all times.
Channel Flexibility
Social media is the primary assignment for this role. However, team members may be reprofiled or assigned to other
customer support channels, including phone support, based on business needs, staffing requirements, or changes in
customer support volume.
Employees are expected to be comfortable supporting customers through other channels when assigned and to maintain
the same service quality, accuracy, and professionalism.
Tools Used
Commslayer - Manage and respond to Facebook and Instagram comments and direct messages.
Shopify - Review orders, customer information, order status, and process refunds.
ClickUp - Manage tasks, escalations, follow-ups, and internal processes.
Lark - Internal team communication and coordination.
Fulfillment Process - Request or process replacement orders when needed.

Our client | Internal Job Description

Required Skills and Experience
• At least 1-2 years of customer service experience.
• Experience working in e-commerce customer support.
• Experience using Shopify to review and manage customer orders.
• Previous phone or voice customer support experience is required.
• Experience handling customer concerns through written support channels such as social media, live chat, or email.
• Experience handling refunds, replacements, shipping concerns, and customer complaints.
• Strong written and verbal English communication skills.
• Strong critical thinking and problem-solving skills.
• Ability to review information, identify the main issue, and make sound decisions.
• Ability to handle difficult or upset customers and de-escalate concerns.
• Strong attention to detail and ability to handle multiple customer conversations.
• Ability to work independently and identify when an issue needs to be escalated.
Performance Expectations
• Provide clear, accurate, and helpful responses.
• Resolve customer concerns with minimal unnecessary back-and-forth.
• Take ownership of assigned customer concerns through resolution.
• Follow up when additional action is required.
• Avoid leaving customer concerns unresolved.
• Follow company policies and procedures.
• Use good judgment when dealing with situations that require critical thinking.
• Maintain professional communication even when dealing with difficult customers.
• Escalate concerns properly when needed.
Key Performance Indicators
• Response Time
• Resolution Time
• Quality and Accuracy of Responses
• Customer Satisfaction (CSAT)
Role Expectations
The Social Media Customer Support employee is expected to focus on resolving customer concerns, not simply
responding to messages. Before providing a response, the employee should review the available information,
understand the customer's concern, and determine the most appropriate solution.
Because customer interactions may happen publicly on social media, concerns must be handled carefully,
professionally, and promptly. The employee is expected to take ownership of customer concerns and help ensure each
issue reaches a proper resolution.

Skills

At least 1-2 years of customer service experience in e-commerce, with experience using Shopify to review and manage customer orders, previous phone or voice customer support experience, experience handling customer concerns through written support channels such as social media, live chat, or email, strong written and verbal English communication skills, strong critical thinking and problem-solving skills, ability to handle difficult or upset customers and de-escalate concerns, and strong attention to detail.