Social Media Support Assistant

Job Title: Social Media Support Assistant

Monthly Pay: $3,964 - $5,334 USD per month

Summary:

This role helps organize customer questions received through social media, chat, and email so the support team can respond accurately. It sits within the customer support team and works under a customer service team lead. The assistant works with customers, support representatives, and account specialists to prepare replies, maintain service tickets, and keep unresolved questions visible. This is a fully remote, work from home position in Oregon, United States.

The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming social media messages, public comments, chat requests, and emails in the assigned queue, then sort them by question type and urgency.
• Use a social media management platform such as Sprout Social to organize conversations, flag unanswered messages, and identify questions needing a private response.
• Open or update service tickets in a Support platform such as Zendesk, recording the customer's question, contact channel, relevant details, and current status.
• Check previous interactions in a CRM such as Salesforce to give the support team useful context and avoid asking customers to repeat information.
• Prepare routine replies using approved product or service information and response templates, checking details before sending messages within the assistant's assigned scope.
• Move account-specific questions from public comments into an approved private channel, explaining the next step without requesting sensitive information in public.
• Refer complaints, unclear requests, and questions outside approved guidance to a support representative or customer service team lead with a concise conversation summary.
• Monitor pending conversations and follow up when promised, requesting updates from the support team when a customer is waiting for an answer.
• Close resolved tickets after confirming the response addresses the question, and leave clear notes so another teammate can understand the completed work.
• Meet quality expectations through accurate information, appropriate turnaround, complete notes, and consistent follow-up; share repeated questions with the team lead for guidance updates.

• High school diploma or equivalent.
• No experience required; related experience with social media support, chat, email, or administrative assistance preferred.
• Familiarity with public comments, private messages, conversation threads, and the differences between public and private customer responses.
• Basic understanding of service tickets, customer contact histories, response templates, and approved sources of product or service information.
• Willingness to learn the named systems and follow step-by-step procedures for sorting messages, updating tickets, and preparing replies.
• Clear written communication, accurate typing, and the ability to use a calm, respectful tone when customers are confused or frustrated.
• Ability to check details, recognize questions outside assigned scope, and explain what assistance is needed when handing work to another teammate.
• A reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Oregon, with daily responsibilities completed online.
• Structured onboarding and training on the named systems, message handling procedures, response templates, and ticket updates.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify priorities.
• Opportunities to build social media support, customer correspondence, queue organization, and service ticket documentation skills through practical work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.