We are seeking a skilled and customer-oriented Social Media Customer Care Associate (Mid-Level) to support and enhance our online customer engagement across key social media platforms. This role is ideal for a digital-savvy professional with 2–4 years of experience in social media support or online customer service, who can manage day-to-day customer interactions and help strengthen our brand’s digital presence.
• Customer Support & Social Engagement:
Respond to customer inquiries, feedback, and complaints across platforms like Facebook, Twitter/X, Instagram, LinkedIn, and TikTok.
Ensure timely, empathetic, and accurate responses that align with brand tone and customer service standards.
Monitor brand mentions and engage with customers proactively when needed.
• Issue Resolution & Escalation:
Investigate and resolve product, service, or order-related issues shared via social media.
Escalate sensitive, high-impact, or unresolved cases to the supervisor or appropriate internal teams.
Follow up to ensure customer satisfaction and complete resolution.
• Process Adherence & Improvement:
Maintain consistent use of response templates, tone of voice, and service protocols.
Identify common customer concerns or trends and share insights with the team for improvement.
Contribute ideas to optimize response workflows, tools, and FAQs.
• CRM & Reporting:
Log interactions, tags, and issue types into CRM or ticketing systems (e.g., Zendesk, Salesforce).
Assist in generating reports on response times, volume, sentiment, and issue categories.
Ensure accurate tracking and handoff of multi-channel customer cases.
• Collaboration & Cross-Functional Support:
Coordinate with marketing, operations, and customer service teams to ensure consistent messaging.
Support social media campaigns, product launches, and promotional activities as needed.
Help junior team members with guidance on messaging tone, tools, and best practices.
Delivering consistent, high-quality customer service on social media platforms
Managing issue resolution and maintaining brand reputation
Identifying recurring customer feedback and supporting improvements
Ensuring accurate CRM data and timely reporting
Contributing to team knowledge and overall customer care strategy
Bachelor’s degree in Communications, Marketing, Business, or a related field
2–4 years of experience in social media customer support or online customer service
Familiarity with social care platforms (e.g., Sprinklr, Khoros, Hootsuite) and CRM systems
Strong understanding of social media culture, etiquette, and communication tone
Experience handling escalated cases and public-facing customer issues
Excellent written communication and digital empathy
Strong multitasking and time-management skills
Calm, solution-focused approach in high-pressure or sensitive situations
Attention to detail and adherence to brand voice
Collaborative mindset with a passion for customer experience