Social Media Customer Service Specialist – Remote, Hong Kong‑Focused, AI‑Enhanced Communication – Contract Position at brighthush

About brighthush

brighthush is a forward‑thinking digital experience studio that empowers brands to connect with audiences through immersive storytelling, data‑driven insights, and cutting‑edge technology. With a portfolio that spans e‑commerce, fintech, and lifestyle sectors, we help our partners translate complex ideas into simple, engaging experiences that resonate across cultures and languages. Our mission is to illuminate the path from brand intent to customer delight, and we do it by blending creativity, analytics, and human‑centric design.

Why Join brighthush?

At brighthush, you’ll be part of a collaborative, high‑energy team that thrives on experimentation and continuous learning. We celebrate diversity, encourage curiosity, and reward initiative. Whether you’re a seasoned customer‑service professional or a tech‑savvy communicator looking to sharpen your skills, you’ll find a supportive environment where your voice matters and your impact is tangible.

Role Overview

We are seeking a dedicated Social Media Customer Service Specialist to manage the day‑to‑day interactions on our client’s Facebook page, targeting the Hong Kong market. This contract‑based role is ideal for a self‑motivated individual who excels at rapid, empathetic communication and is comfortable leveraging AI tools to bridge language nuances. Your primary goal will be to create a positive, responsive, and engaging experience for our community, ensuring every interaction reflects the brand’s tone and values.

Key Responsibilities

• Community Engagement: Monitor the Facebook page 24/7, responding to direct messages, comments, and public inquiries with speed and professionalism.
• Language Proficiency: Read and interpret written Chinese (Traditional) and Cantonese, using AI translation tools (ChatGPT, DeepL, Google Translate) to capture local slang, context, and cultural nuances.
• Issue Resolution: Address customer complaints, answer product or service questions, and triage complex issues to the project manager or relevant stakeholders.
• Brand Consistency: Ensure all responses align with the brand’s tone of voice—polite, empathetic, and helpful—while maintaining a human touch.
• Data Capture: Log common customer questions, feedback, and recurring issues in Microsoft Excel for internal reporting and continuous improvement.
• Tool Mastery: Navigate Meta Business Suite to manage comments, DMs, and insights, and quickly adapt to new third‑party software introduced by the team.
• Collaboration: Share insights with the content and marketing teams to inform future posts, FAQs, and product updates.
• Compliance & Governance: Follow brand guidelines, privacy policies, and local regulatory requirements for customer data handling.

Essential Qualifications

• Proficiency in reading and writing written Chinese (Traditional) and Cantonese, either natively or with advanced AI‑assisted translation skills.
• Strong command of Microsoft Excel for data entry, analysis, and reporting.
• Experience managing a Facebook Page, including Meta Business Suite for responding to comments and DMs.
• Comfortable using AI tools to bridge language gaps quickly and accurately without losing the human touch.
• Availability to work during standard Hong Kong working days, respecting the Hong Kong public holiday calendar.
• Excellent written communication skills in both English and Chinese.

Preferred Qualifications

• Prior experience in customer service, community management, or social media moderation.
• Familiarity with AI‑driven customer support platforms (e.g., Zendesk, Intercom, or similar).
• Knowledge of local Hong Kong consumer behavior and digital trends.
• Experience with data visualization tools (Tableau, Power BI) to present insights.
• Understanding of brand strategy and content marketing principles.

Skills & Competencies

• Empathy & Emotional Intelligence: Ability to understand customer emotions and respond with genuine care.
• Problem‑Solving: Quick thinking to resolve issues efficiently while maintaining brand integrity.
• Attention to Detail: Accuracy in language usage, data entry, and compliance.
• Adaptability: Comfortable learning new tools and processes on the fly.
• Time Management: Prioritizing tasks in a fast‑paced, high‑volume environment.
• Collaboration: Working cross‑functionally with marketing, product, and analytics teams.

Career Growth & Learning Opportunities

While this role is contract‑based, brighthush offers a clear pathway for growth. Successful specialists may transition into full‑time positions such as Community Manager, Customer Experience Lead, or even Product Support Strategist. We provide:

• Regular feedback sessions and performance reviews.
• Access to internal training modules on AI tools, customer‑centric design, and data analytics.
• Mentorship from senior community managers and product strategists.
• Opportunities to contribute to cross‑departmental projects, expanding your skill set beyond customer service.

Work Environment & Culture at brighthush

brighthush values a culture of transparency, creativity, and continuous improvement. Our remote team operates on a flexible schedule, but we maintain core hours that align with Hong Kong time to ensure seamless collaboration. We celebrate milestones with virtual happy hours, hackathons, and quarterly retreats. Your contributions will be recognized through:

• Public shout‑outs in team meetings.
• Spot awards for exceptional customer interactions.
• Professional development budgets for courses, conferences, or certifications.

Compensation & Benefits

As a contract specialist, you will receive a competitive hourly rate commensurate with your experience and language proficiency. In addition to your base compensation, brighthush offers:

• Flexible working hours and the ability to work from anywhere.
• Access to a digital benefits package, including health and wellness apps.
• Paid time off for public holidays in Hong Kong.
• Performance‑based bonuses tied to community engagement metrics.
• Opportunity to earn additional income through referral programs.

How to Apply

If you’re passionate about delivering exceptional customer experiences, fluent in Chinese and Cantonese, and excited to leverage AI tools for real‑world impact, we want to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and a portfolio of any past community management or customer‑service projects you’ve handled.

Ready to join brighthush and help shape the future of digital customer engagement? Click the link below to apply now.