SupportYourApp

Remote Social Media Support Specialist (English, Future Openings)

Tanger

CDD / ContratTélétravailAnglaisService client / SAVCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

SupportYourApp is building a talent bench of remote, English-speaking Social Media Support Specialists who will be first considered when new projects open. The role involves responding to customer messages and reviews on Facebook and other platforms, troubleshooting issues, escalating complex cases, and following up until they are resolved. Candidates need at least C1-level English, previous experience handling social media customer requests, and a suitable computer and internet connection. Benefits include a flexible schedule, full remote work, and compensation in USD.

Vos missions

  • Respond to customer messages in Facebook Messenger promptly, accurately, and in a friendly, on-brand tone.
  • Monitor and reply to reviews and ratings on Facebook and other platforms, handling positive feedback and complaints professionally.
  • Answer social media comments and questions, resolving issues publicly or moving them to private messages when appropriate.
  • Troubleshoot common customer issues, escalate complex or sensitive cases, and follow up until each issue is fully resolved.
  • Meet team response time and quality targets while personalizing replies made from templates and the knowledge base.

Profil recherché

  • You are a proactive support specialist who enjoys solving problems and delivering strong customer service
  • You have English at C1 level or higher and can write clear, polite replies quickly
  • You have experience handling customer requests on social media, especially Facebook and Messenger
  • You can stay calm and professional with frustrated customers while managing several conversations at once
  • You can work remotely with a personal computer and a stable high-speed internet connection

Généré automatiquement à partir de l’offre. Postule AI peut se tromper : vérifiez auprès de l’employeur.

Social Media Support Specialist (Talent Bench)

SupportYourApp is a global Intelligent Support-as-a-Service provider, working with technology companies such as Mastercard, Calm, and MacPaw since 2010. It operates in 30+ countries and supports customers in 60 languages.

The company is building a talent bench of skilled Social Media Support Specialists who want to grow with the company and be the first in line when new projects open. The role is remote and suits candidates who want to work from home within a multicultural, multilingual community.

What you will do

  • Respond to customer messages in Facebook Messenger promptly, accurately, and in a friendly, on-brand tone.
  • Monitor and reply to reviews and ratings on Facebook and other platforms, handling positive feedback and complaints professionally.
  • Answer questions and comments on social media posts, resolving issues publicly or moving them to private messages when appropriate.
  • Troubleshoot common customer issues and escalate complex or sensitive cases to the right internal teams.
  • Follow up on open conversations to make sure each customer issue is fully resolved.
  • Meet response time and quality targets set by the team.
  • Use templates and the knowledge base effectively, while personalizing replies so they do not feel scripted.

What you need to succeed in this role

  • Excellent English proficiency, at least C1 for both spoken and written.
  • Previous experience handling customer requests on social media.
  • Strong communication skills and the ability to stay calm, polite, and professional with frustrated or upset customers.
  • Comfortable using social media platforms, especially Facebook and Messenger.
  • Ability to write clear, concise replies quickly while keeping quality high.
  • Good problem-solving skills and attention to detail.
  • Ability to multitask and manage several conversations at once.
  • Basic computer literacy and quick adaptation to new tools and software.
  • Personal computer with at least 8GB of RAM and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Nice to have

  • Experience in customer support, community management, or a similar customer-facing role.
  • Familiarity with social media management or helpdesk tools such as Meta Business Suite, Sprout Social, Hootsuite, Zendesk, or Freshdesk.
  • Experience managing online reviews and reputation.

Benefits

  • Flexible schedule.
  • Opportunity to work fully remotely.
  • Inclusive international environment.
  • Compensation in USD.
  • Rewards for referring friends.
  • Balance between project workload and personal time, plus an internal health policy.
  • Responsive leadership focused on your development and long-lasting cooperation.
  • Growth conditions for self-development.
  • A culture built on trust, with no time-tracking requirements.

Candidates are invited to send their CV in English. Benefits and conditions may vary depending on the terms of engagement, and the specific terms will be defined in the agreement if selected.

SupportYourApp applies the principles of equal treatment of candidates and prohibits discrimination on any grounds protected by law.

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