Social Media Support Representative

Social Media Support Representative

$3,533 - $4,962 USD per month

This role answers customer questions through social media messages, comments, chat, and email. Clear responses help customers find accurate product or service information and understand their next steps. The representative sits within the support team and works under a customer service team lead. The role works with customers, other support representatives, and product contacts to resolve questions and coordinate follow-up. This contract position is fully remote, with work from home in Florida, United States.

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

• Review incoming social media comments, direct messages, chat conversations, and email tickets, then prioritize questions according to urgency and established response guidelines.
• Monitor assigned channels through a social media management platform such as Hootsuite, distinguishing customer support requests from unrelated comments and promotional messages.
• Read the full conversation before responding, check approved product or service information, and identify details needed to understand the customer's question.
• Answer routine questions in clear, concise language that suits the channel while keeping the response helpful, factual, and focused on customer needs.
• Move conversations from public comments to private messages when account details are needed, following approved privacy practices without requesting sensitive personal information.
• Create and update service tickets in a support platform such as Freshdesk, recording the question, checks completed, response provided, and next action.
• Check previous interactions in a CRM such as Hub Spot so customers do not need to repeat information already available to the support team.
• Escalate unresolved questions, repeated service problems, or sensitive public conversations to the customer service team lead with complete context and relevant message links.
• Follow up when promised or when another team provides an update, explain the outcome, and close tickets only when the next steps are clear.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate escalation, and consistent follow-up; flag recurring questions for updates to approved guidance.

• High school diploma or equivalent.
• No experience required; related customer support, social media response, chat, or email experience preferred.
• Familiarity with social media comments, direct messages, public replies, and the differences between public and private customer conversations.
• Ability to read message histories carefully, recognize the main question, and provide accurate information without making unsupported promises.
• Comfortable learning the named support, CRM, and social media systems and keeping conversation details consistent across them.
• Clear written communication, sound spelling and grammar, and a calm tone when customers are confused or dissatisfied.
• Basic knowledge of social listening, community management, and identifying recurring service questions without creating promotional content.
• A reliable computer, high-speed internet, and a quiet private workspace; 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 Florida, with desk-based responsibilities handled through online support channels.
• Structured onboarding and training on the named systems, approved response guidance, ticket notes, and escalation steps.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and discuss progress.
• Build practical skills in social media support, concise writing, conversation tracking, and coordinated customer follow-up.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.