Remote Social Media Support Specialist – Tier 2 Social Care & Crisis Management Lead

About brighthush

brighthush is a forward‑thinking technology marketplace that connects recruiters and technologists across the globe. With a vibrant community of over 200,000 professionals and a reputation for innovation, brighthush empowers talent acquisition teams to find the right fit faster and more efficiently than ever before. Founded in 1990, our headquarters in Centennial, Colorado, has grown into a dynamic hub of creativity, collaboration, and continuous learning. We’re now expanding our customer‑support footprint to serve the rapidly evolving world of social media engagement, and we’re looking for a dedicated specialist to join our remote team.

Why This Role Matters

In today’s hyper‑connected world, a single tweet, Instagram story, or TikTok clip can shape a brand’s reputation in seconds. Our Social Media Support Specialist will be the frontline guardian of brighthush’s public voice, ensuring that every user interaction—whether a question, complaint, or praise—is handled with precision, empathy, and speed. By triaging, resolving, and escalating social mentions, you’ll help maintain trust, protect brand integrity, and drive continuous improvement across our product and communications teams.

Key Responsibilities

• Real‑Time Monitoring: Continuously sweep inbound social mentions on a 2‑minute cadence, applying a first‑pass tier classification within a 30‑minute live‑pass latency target.
• Post Classification: Evaluate each post against a Tier 1/2/3 rubric based on account context (follower count, historical engagement, verified outlet, credentialed journalist, known amplifier) and content (misinformation, claim severity, executive tagging, product issue, reproducibility).
• Escalation Decision‑Making: Make high‑precision “escalate‑or‑not” calls. Route hard‑override cases (misinformation, damaging press claims, executive tagging) to the Tier 1 queue for communications and on‑call support; log Tier 3 posts to the signal store without outreach.
• Tier 2 Ownership: Engage users directly on the platform, ask clarifying questions to establish a reproducible issue (prompt, settings, model, steps, screenshots), and drive the thread toward a clear resolution.
• Issue Tracking: Extract and log the reproduction details, assign an issue category, file or link the corresponding bug, and track it to closure so the user receives a definitive answer.
• Audit & Reporting: Record tier, tier reason, and scoring mode on every item to ensure misclassifications are auditable; flag posts below threshold but trending for re‑scoring.
• Response Management: Draft and reuse approved response language for recurring issues; elevate to communications when a new external narrative is required.
• Shift Handover: Hand off cleanly on shift change with a live queue state, including open threads, pending reproductions, and any items held for the maturity pass.
• Cross‑Functional Insight: Surface recurring themes from Tier 2 and Tier 3 volume to product and communications partners on a regular cadence.

Essential Qualifications

• Proven experience responding to users in public social channels on behalf of a brand or product, with a track record of de‑escalating rather than inflaming situations.
• Demonstrated judgment under time pressure and incomplete information, with a bias toward escalating ambiguous reputational risk.
• Strong, concise written voice that holds up in public replies to threads.
• Comfortable with technical product detail: can read a stack of screenshots and prompt settings and translate them into a usable reproduction.
• Rigorous logging discipline: every call is recorded with the rule that fired it.
• Prior work in a trust and safety, community, social care, or incident‑adjacent triage function.
• Prior exposure to generative AI image or video products and the common failure modes users report.
• Familiarity with social listening and queue tooling.

Preferred Qualifications

• Experience with AI‑generated content moderation and crisis communication.
• Knowledge of social media platform policies (e.g., Twitter, Instagram, TikTok, LinkedIn) and how they intersect with brand reputation.
• Background in data analytics or metrics reporting to identify trends and inform product improvements.
• Multilingual communication skills to support a global user base.
• Certification in customer support, community management, or related fields.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex user issues and map them to actionable bug reports.
• Communication Excellence: Clear, empathetic, and concise messaging across diverse audiences.
• Technical Fluency: Comfortable navigating product interfaces, interpreting screenshots, and troubleshooting AI outputs.
• Collaboration: Works seamlessly with product, engineering, and communications teams.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Attention to Detail: Maintains meticulous logs and documentation for auditability.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Social Media Support Specialist, you’ll have the chance to:

• Progress to a Senior Social Care Lead role, overseeing a team of specialists and shaping the overall strategy.
• Transition into Product Management or Engineering by leveraging your deep understanding of user pain points and product bugs.
• Lead cross‑functional initiatives such as AI Safety & Ethics or Community Engagement Programs.
• Participate in continuous learning through internal workshops, industry conferences, and access to online courses.
• Earn certifications in customer support, community management, or AI ethics to bolster your professional profile.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, transparency, and innovation. Our remote team enjoys:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge tools and platforms for social listening, ticketing, and analytics.
• A supportive manager who values autonomy, encourages experimentation, and provides constructive feedback.
• A commitment to mental health and well‑being, with resources such as counseling services and wellness stipends.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary range that aligns with industry standards for remote social media support roles. In addition, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) matching program.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option opportunities for long‑term employees.
• Flexible work‑from‑home stipend to set up your ideal home office.

How to Apply

If you’re passionate about protecting brand reputation, thrive in fast‑paced environments, and want to make a tangible impact on a growing tech marketplace, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to brighthush’s success.

Apply Now – Join brighthush and help shape the future of talent acquisition and community engagement.