Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Social Media Support Agent to answer customer questions and service requests across social media, email, and chat. The role provides accurate information, maintains helpful conversations, follows up on open issues, and escalates unresolved concerns.
Responsibilities
- Monitor incoming customer questions, direct messages, public comments, and tagged posts in assigned social media queues, email inboxes, and chat channels
- Review each message for the customer question, relevant account details, product or service information requested, and the appropriate response path
- Use a CRM such as Zoho CRM and a support platform such as Zendesk to locate prior interactions, open service tickets, and log clear notes
- Respond with approved information, clear next steps, and a respectful tone that matches the channel and customer need
- Use a live chat tool such as Intercom when chat messages need real-time responses, while keeping conversations focused and professional
- Update ticket status, categorize the reason for contact, and note actions taken so the next agent has useful context
- Follow up on open customer questions when additional information is available or a requested action has been completed
- Escalate urgent, sensitive, or unresolved service concerns to a customer service team lead with a concise summary and supporting interaction notes
- Coordinate with support teammates and internal service contacts to confirm accurate information before closing a customer interaction
- Quality is judged by accuracy, turnaround, complete notes, appropriate follow-up, and consistent use of approved information
Skills
- High school diploma or equivalent
- Familiarity with social media message workflows, public comment response practices, and online community standards
- Ability to read customer questions carefully, identify the requested information, and give concise, accurate responses
- Ability to manage several assigned conversations, apply response guidance, and raise concerns through the correct support path
- Sound judgment when handling public posts and private messages while maintaining a courteous, helpful approach
- Authorization to work in the United States
- Related experience supporting customers through digital channels
- Working knowledge of a CRM such as Zoho CRM, a support platform such as Zendesk, and a live chat tool such as Intercom
Benefits
- Fully remote work from home in Ohio, United States.
- Structured onboarding and training on a CRM such as Zoho CRM, a support platform such as Zendesk, and a live chat tool such as Intercom.
- Regular check-ins with the customer service team lead.
- This role builds social media monitoring, online community management, and customer interaction skills.
- Health coverage
- Paid leave
- A 401(k)
- Bonus opportunities
- Stipends
Company Overview