Note: The job is a remote job and is open to candidates in USA. The company is a fast-growing direct-to-consumer beverage brand with customers across the US, UK, Australia, and New Zealand. The Social Media Coordinator will manage customer interactions across social and customer experience channels, respond in an authentic brand voice, escalate issues, identify customer insights, and coordinate with CX and marketing teams.
Responsibilities
- Reply to comments, DMs, and support tickets across our social and CX channels in a voice that sounds like a person, not a script
- Recognize when a customer issue is bigger than a quick reply and get it to CX or ops before it becomes a problem
- Spot patterns in what customers are saying and feed those signals back to marketing and ops so they can act on them
- Own social and customer response during West Coast hours, with your day built to overlap our Australia-based team lead
- Work closely with CX and marketing day to day so customer feedback actually goes somewhere
- Keep every public reply casual, authentic, and clearly written by a person, never generic or AI-sounding
Skills
- You have real customer service experience: you know what it's like to sit in a ticket queue and handle it with patience
- You've done this long enough to not be brand new to it. Internship-level experience is the floor, not the ceiling
- You naturally connect the dots between one customer's comment and a bigger pattern worth flagging
- You write in a genuinely casual, brand-appropriate voice online, and people can tell there's a real person behind it
- You're comfortable escalating sensitive issues without losing the thread on everything else you're handling
- You're based on the US West Coast or in Mountain Time and can start your day around 10am Pacific
- You've used tools like Meta and Shopify or something similar. No specific platform is required; we'll train you on the rest
Benefits
- Full-time role
- Remote (US) work arrangement
- Paid time off
- Product allowance for US-based staff (the exact amount is still being finalized)
Company Overview