Social Media Support Agent

Social media messages, public comments, and emails are how this role connects with customers seeking clear answers. This temporary position handles social media support directly, helping customers understand products and services while keeping conversations respectful and useful. The agent sits within the customer support team and works under a customer service team lead, collaborating with other support agents and product information contacts.

This is a fully remote, work from home position based in New York, United States. Accurate responses and careful handoffs help customers receive consistent assistance across channels. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming social messages, comments, and email tickets in assigned queues, identifying the customer question and any earlier conversation before responding.
• Monitor assigned channels through a social media management platform such as Hootsuite, separating service questions from unrelated mentions and routing them appropriately.
• Check approved product and service information before answering questions, explaining available steps in clear language without making unsupported promises or assumptions.
• Handle conversations through a support platform such as Freshdesk, recording the issue, actions taken, response status, and next steps for other agents.
• Review customer interaction history in a CRM such as Hub Spot to maintain continuity and avoid asking customers to repeat information already available.
• Move conversations from public comments into approved private channels when account-specific discussion is needed, following the support team's privacy procedures throughout.
• Resolve routine questions directly using approved guidance, checking that the response addresses the customer's actual concern rather than only part of it.
• Follow up on open conversations when information becomes available, keeping customers informed about pending answers and recording each update in the ticket.
• Escalate unresolved questions, repeated complaints, or sensitive public conversations to the customer service team lead with concise context and relevant conversation links.
• Close completed tickets with clear resolution notes; quality is judged through response accuracy, turnaround, complete notes, appropriate tone, and consistent follow-up.

• High school diploma or equivalent.
• No experience required; related experience answering customer messages, supporting online communities, or handling service inquiries is preferred.
• Familiarity with public comments, private messages, conversation threads, and the differences between responding publicly and moving a discussion into private channels.
• Ability to write clear, courteous responses, adapt approved wording to the question, and maintain a calm tone during difficult exchanges.
• Willingness to learn the named social media management platform, support platform, and CRM through guided practice and feedback.
• Ability to check reference information, recognize unanswered questions, and maintain accurate conversation notes without overlooking important context.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations remotely.
• 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 New York, with customer assistance delivered entirely through desk-based digital channels.
• Structured onboarding and training on a social media management platform such as Hootsuite, a support platform such as Freshdesk, and a CRM such as Hub Spot.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and strengthen response quality.
• Opportunities to build social media support, online conversation handling, service research, and ticket documentation skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.