Social Media Interaction Representative

Job Title: Social Media Interaction Representative

Job Type: Full-time / Remote

Work Hours: US Hours (Evening and weekend availability required)

Job Overview:

We’re helping our client find a Social Media Interaction Representative to support their social media team and deliver a seamless, positive experience for customers across all platforms. In this role, you will engage directly with customers, manage inquiries, and support content interaction efforts while contributing to overall customer satisfaction and brand consistency.

Responsibilities: -Respond promptly to customer inquiries across social platforms, including questions about product details, policies, order statuses, shipping, and delivery -Engage with customers through comments, DMs, story reposts, and tagged posts across TikTok, Instagram, and Facebook -Assist with content engagement strategy, including reposting stories and interacting with tagged content and comments -Maintain brand voice across all customer communications and platforms -Drive customer satisfaction through in-depth product knowledge and a solution-oriented approach -Manage order-related inquiries, including updates, modifications, cancellations, and replacements -Creatively investigate and resolve customer issues related to orders, products, and shipping -Build strong relationships with customers, fostering loyalty through positive and professional interactions -Assist in managing post-purchase communication via social platforms -Collaborate with the customer service and fulfillment teams to ensure timely and accurate order resolution -Provide accurate, up-to-date information and escalate issues across departments as needed -Foster a mindset of continuous improvement and bring feedback from customers to the broader team -Perform additional duties as needed

• Prior experience in social media management, community management, or social customer service
• Familiarity with TikTok, Instagram, and Meta Business Suite, Gorgias or Zendesk
• Strong written communication skills with a keen eye for tone and brand voice
• Ability to work independently and make sound decisions during off-hours
• Solutions-oriented mindset with the ability to handle difficult customer interactions professionally
• Must be available weekends

• Experience with Shopify or similar order management platforms

-