Dynamic Customer Service Social Media Representative – Expert Community Manager for Global Beauty Brand (Remote, Philippines)

About brighthush

brighthush is a trailblazing, certified female and minority‑owned beauty powerhouse that has redefined the way people experience cosmetics. With a presence in over 32,000 retail locations spanning 92 countries, our mission is simple yet powerful: to empower every individual to feel exceptional through high‑quality, inclusive products and unparalleled customer care. At brighthush, we believe that beauty starts with a connection—one that is nurtured through authentic, timely, and empathetic communication across every touchpoint.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a culture that celebrates diversity, fosters continuous learning, and rewards innovation. Our remote, distributed teams thrive on flexibility, collaboration, and a shared commitment to delivering world‑class service. Whether you’re a seasoned community manager or a customer‑centric superstar, brighthush offers a platform where your voice matters, your ideas shape strategy, and your growth is accelerated.

The Role: Customer Service Social Media Representative

As a Customer Service Social Media Representative, you will be the friendly, knowledgeable voice that engages our global audience across Facebook, Instagram, TikTok, and other emerging platforms. Your primary mission is to transform every comment, message, or mention into a memorable brand experience—solving problems swiftly, recommending the perfect products, and ensuring that every interaction reflects brighthush’s values of inclusivity, transparency, and excellence.

Key Responsibilities

• Real‑Time Engagement: Monitor, respond to, and moderate comments, direct messages, and mentions across all social channels with a tone that is warm, professional, and brand‑aligned.
• Issue Resolution: Diagnose and resolve a wide spectrum of customer concerns—shipping delays, product defects, missing packages, payment discrepancies—using our ticketing system and escalation protocols.
• Product Advocacy: Leverage deep product knowledge to recommend personalized solutions that match each customer’s needs, preferences, and skin type.
• Cross‑Functional Collaboration: Partner with the Social Media, Marketing, Fulfillment, and Product teams to gather insights, share feedback, and ensure a seamless customer journey.
• Data Capture & Reporting: Log interactions, track sentiment trends, and provide actionable insights to the Customer Experience and Analytics teams.
• Continuous Learning: Stay current on new product launches, promotions, policy updates, and industry trends to maintain a high level of expertise.
• Tool Proficiency: Utilize community management platforms (e.g., Emplifi, Agorapulse, Hootsuite) and customer service software (e.g., Zendesk, Freshdesk) to streamline workflows.

Essential Qualifications

• 2–3 years of proven experience in social media community management, preferably within the beauty or retail sector.
• 2–3 years of hands‑on customer service experience, handling complex inquiries with empathy and efficiency.
• Demonstrated track record of resolving high‑volume, high‑stakes issues while maintaining brand voice.
• Proficiency with social media management tools such as Emplifi, Agorapulse, or Hootsuite.
• Experience with customer service platforms (Zendesk, Freshdesk, or similar).
• High school diploma or equivalent; a bachelor’s degree is a plus.
• Background in beauty, cosmetics, or retail operations is highly desirable.
• Familiarity with Shopify or connected e‑commerce apps is a bonus.
• Exceptional written and verbal communication skills in English; additional language proficiency is a plus.
• Strong problem‑solving mindset, adaptability, and a passion for delivering outstanding customer experiences.

Preferred Skills & Competencies

• Strategic thinking: Ability to anticipate customer needs and proactively suggest solutions.
• Data‑driven: Comfortable analyzing engagement metrics and translating insights into action.
• Collaboration: Works seamlessly with cross‑functional teams in a fast‑paced, remote environment.
• Resilience: Maintains composure under pressure and turns challenging situations into positive outcomes.
• Creativity: Generates engaging content ideas that resonate with diverse audiences.
• Time Management: Prioritizes tasks effectively while meeting response time SLAs.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our brand. Starting as a Customer Service Social Media Representative, you can progress to:

• Senior Community Manager – leading a global team and shaping community strategy.
• Customer Experience Lead – overseeing all touchpoints, from social to email to in‑store.
• Product Evangelist – partnering with R&D to champion new launches and gather consumer insights.
• Digital Marketing Strategist – leveraging data and customer feedback to drive omnichannel campaigns.

We invest in your professional development through monthly training sessions, access to industry conferences, mentorship programs, and a generous learning stipend. Whether you’re sharpening your social media analytics skills or exploring new product lines, brighthush supports your growth every step of the way.

Work Environment & Company Culture

brighthush’s culture is built on the pillars of inclusivity, innovation, and empowerment. As a remote team based in the Philippines, you’ll enjoy:

• Flexible working hours that accommodate your personal and professional life.
• Collaborative virtual meetings with colleagues across time zones.
• Regular virtual team‑building events, wellness challenges, and cultural celebrations.
• A transparent, flat hierarchy that encourages open dialogue and idea sharing.
• Access to a digital resource hub featuring best practices, brand guidelines, and community playbooks.

Compensation & Benefits

While specific figures are tailored to experience and role responsibilities, brighthush offers a competitive salary package that includes:

• Performance‑based bonuses tied to customer satisfaction metrics.
• Health and wellness stipend covering medical, dental, and vision plans.
• Paid time off, including vacation, sick leave, and personal days.
• Employee discount on all brighthush products.
• Technology stipend for home office setup and high‑speed internet.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to bring your passion for customer service and social media to a brand that values authenticity and impact, we want to hear from you. Submit your resume, a brief cover letter highlighting your community management experience, and any relevant portfolio or case studies that showcase your ability to turn engagement into loyalty.

Join brighthush and help us create a world where every customer feels seen, heard, and celebrated.