[Remote] Social Media Support Specialist

Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Social Media Support Specialist to handle customer questions through social media and email as part of a customer support team. The role focuses on providing accurate guidance, documenting and following up on requests, escalating issues, and sharing recurring customer themes.

Responsibilities

• Review incoming social media messages, public comments, emails, and assigned requests in a support platform such as Freshdesk, then prioritize inquiries by urgency and customer need
• Read each customer question carefully, verify relevant account details and prior conversation notes, and identify the information needed for an accurate response
• Provide clear, courteous answers about product or service information, account access, basic order status, and available next steps through approved social and email channels
• Move account-specific or sensitive conversations from public social channels to an appropriate private channel while maintaining a respectful and helpful tone
• Create complete interaction notes in a CRM such as HubSpot, including the question, actions taken, information shared, and any promised follow-up
• Use available reference materials to research product or service questions and confirm details before responding when the answer is not immediately clear
• Coordinate with support teammates, product specialists, or operations contacts when a customer question needs additional review or information
• Escalate unresolved, urgent, or repeated concerns to the customer service team lead with concise notes and relevant conversation context
• Follow up on open requests, confirm that customers have received the needed information, and update request status after the next action is completed
• Monitor recurring customer themes from social conversations and share useful observations with the support team to improve future responses
• Meet quality expectations through accurate answers, timely turnaround, complete notes, professional tone, and dependable follow-up

Skills

• High school diploma or equivalent
• Familiarity with social media channels and the ability to distinguish public comments, direct messages, and email-based customer questions
• Knowledge of product and service information practices, account access support, order status questions, and appropriate customer response steps
• Ability to write concise, professional responses that address customer questions clearly and maintain a respectful tone
• Ability to review conversation context, identify missing details, and make sound decisions about follow-up or escalation
• Comfortable working independently while coordinating effectively with a customer service team lead and remote teammates
• Authorization to work in the United States
• About 1-2 years of related customer-facing digital support experience preferred
• Experience using a support platform such as Freshdesk and a CRM such as HubSpot preferred

Benefits

• Fully remote work from home in South Carolina, United States.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead for guidance, priorities, and development feedback.
• Opportunities to build social media response, customer research, request coordination, and platform navigation skills.
• Health coverage
• Paid leave
• A 401(k)
• Maternity leave
• Stipends

Company Overview