Social Media Customer Care Associate

Job Title: Social Media Customer Care Associate

Job Summary:

We are seeking an experienced and highly skilled Social Media Customer Care Associate (Expert Level) to lead and optimize customer engagement across our digital platforms. This role is ideal for a senior customer care professional with deep knowledge of social media communication, brand protection, and digital reputation management. You will be responsible for handling complex customer interactions, guiding junior team members, and contributing to overall strategy for social media support.

Key Responsibilities:

• High-Level Customer Engagement:

• Manage and respond to complex, sensitive, or high-visibility customer inquiries across all social media platforms (e.g., Facebook, Twitter/X, Instagram, TikTok, LinkedIn).

• Handle escalations involving public complaints, reputational issues, or critical product concerns with a calm, professional, and solution-focused approach.

• Collaborate with legal, PR, or executive teams when handling crises or public-facing customer matters.

• Strategy & Process Optimization:

• Provide input on social care workflows, response templates, tone of voice guidelines, and escalation procedures.

• Identify patterns and provide insights to improve customer experience and reduce repetitive issues.

• Partner with marketing, CX, and product teams to align on messaging and deliver cohesive brand communication.

• Mentoring & Quality Control:

• Provide guidance and mentorship to junior associates on communication tone, efficiency, and professionalism.

• Review and improve the quality of responses and ensure consistency in brand voice.

• Support onboarding and training initiatives for new team members.

• Analytics & Reporting:

• Track and analyze social customer service metrics such as response times, sentiment, engagement, and resolution rates.

• Prepare regular reports on customer feedback trends and flag potential product or service issues early.

• Recommend actionable improvements based on data-driven insights.

• Cross-Functional Collaboration:

• Act as a key liaison between the customer support team and the social media, PR, and brand teams.

• Stay informed about new platform features, community guidelines, and trends to adapt customer engagement strategy.

• Participate in social listening efforts and brand reputation monitoring initiatives.

Key Focus Areas:

• Managing high-impact customer interactions and public escalations

• Ensuring strategic consistency in digital communication and tone

• Coaching and elevating the performance of the social care team

• Contributing to brand protection and real-time reputation management

• Driving insights and improvements from customer conversations

Required Qualifications:

• Bachelor’s degree in Communications, Marketing, Business, or related field (Master’s is a plus)

• 5–7+ years of experience in customer service, with at least 3 years specifically in social media support or digital care roles

• Proven success in handling crisis communications or brand-sensitive interactions online

• Expertise in using CRM, social care platforms (e.g., Sprinklr, Zendesk, Hootsuite, Khoros), and analytics tools

• Strong understanding of social media dynamics, customer expectations, and brand messaging

Skills & Competencies:

• Exceptional written communication and critical thinking skills

• Ability to manage high-pressure situations with diplomacy and professionalism

• Skilled in coaching, QA, and customer support operations

• Strategic mindset with the ability to balance empathy and brand protection

• Analytical and detail-oriented, with experience in interpreting data and customer trends