Social Media Interaction Representative

Permanent Employee, Part-time, Remote, PST Shift
Monthly Net Salary: Up to $800

Job Summary:

We’re seeking a proactive, detail-oriented problem-solver to support customers and community engagement on our social channels during evenings and weekends. You’ll respond to inquiries across TikTok and Meta (Instagram/Facebook), help execute posting tasks (including Sprout Social), protect brand voice, and partner with Customer Support and Operations to resolve order-related issues. This role also requires sensitivity and sound judgment when customers raise mental-health–related concerns—using de-escalation, empathetic communication, and proper escalation to trained teams or approved resources.

Responsibilities:

  • Respond to customer questions on products, policies, orders, shipping, and delivery across TikTok and Meta Business platforms; log interactions and outcomes.

  • Maintain brand voice in all replies; escalate edge cases, policy issues, and safety/mental-health concerns using established protocols.

  • Assist with social execution (posts, story reposts, tag commenting) and light scheduling via Sprout Social; surface content gaps and FAQs.

  • Manage order-related requests (updates, modifications, cancellations, replacements) by coordinating with Customer Support/Operations.

  • Apply empathetic, trauma-informed communication when customers disclose distress; de-escalate, set boundaries, and route to designated support channels or approved third-party resources.

  • Track trends, frequently asked questions, and sentiment; propose process/content improvements.

  • Support post-purchase communications via social channels and keep internal teams updated with accurate, current information.

  • Perform additional duties as needed to support the Social and CX teams.

Requirements:

  • 1–2+ years in social customer care, community management, or customer support.

  • Hands-on experience with TikTok (including TikTok inbox/community tools) and Meta Business Suite; ability to schedule and monitor via Sprout Social.

  • Excellent written English; clear, empathetic, and on-brand communication.

  • Strong problem-solving skills with impeccable follow-through and attention to detail.

  • Familiarity with e-commerce workflows (order status, shipping, returns/exchanges).

  • Demonstrated experience handling sensitive topics, including mental-health-related concerns, with de-escalation, confidentiality, and strict escalation to qualified teams—no clinical advice.

  • Availability to work evenings and weekends consistently.

  • Experience with social engagement/CRM tools (e.g., Gorgias/Zendesk), and Shopify or similar e-commerce platforms.

  • Basic reporting skills to summarize FAQs, ticket trends, and sentiment.

  • Training/certification in de-escalation, active listening, or crisis-response protocols (non-clinical) is a plus.

Apply now