Social Media Representative / Customer Service Representative

Compensation: $5/hour
Schedule: Contract | EST Hours | Fixed Schedule Based on Business Needs

About the Role

We’re looking for a reliable, detail-oriented Social Media Representative / Customer Service Representative to join our team and support our growing social media and customer experience operations.

In this role, you’ll be responsible for responding to customer inquiries, managing support tickets, monitoring social media comments, and helping maintain a positive and engaging community across our social platforms.

You’ll also play an important role in identifying issues that require escalation, moderating comments according to company guidelines, and supporting the Social Media Team Lead with day-to-day operations.

The ideal candidate is someone who communicates clearly, has good judgment, pays close attention to detail, and understands when to respond independently versus when an issue should be escalated.

What You’ll Do

• Respond to customer inquiries and support tickets in a timely, accurate, and professional manner.
• Monitor and respond to comments on social media posts to encourage conversation, interaction, and engagement.
• Moderate social media comments by identifying and removing spam, abusive language, inappropriate content, or policy-violating comments in accordance with community guidelines.
• Identify sensitive, controversial, or high-risk comments and escalate them to the Team Lead rather than responding independently.
• Assist team members by answering questions and clarifying processes when needed.
• Follow established company processes, customer service procedures, and social media best practices consistently.
• Collaborate closely with the Social Media Team Lead to support smooth daily operations and maintain consistent community management.
• Escalate customer concerns, technical issues, complaints, or other situations to the Team Lead when appropriate.
• Maintain accuracy and attention to detail when responding to customers and managing social media interactions.
• Help maintain a positive brand voice and customer experience across social platforms.
• Adapt to changing priorities and take on additional tasks or responsibilities as needed.
• Contribute to overall team productivity and quality by consistently following procedures and meeting performance expectations.

Qualifications & Skills

• 3+ years of experience in customer service and at least 1 year of experience in social media management, community management, or a similar role is preferred.
• Basic understanding of company products, services, and social media processes.
• General awareness of the health, wellness, and supplement space, including common customer questions and industry dynamics.
• Familiarity with comment moderation practices and community guidelines across major social media platforms.
• Strong written communication skills with the ability to communicate clearly, professionally, and appropriately.
• Good judgment when determining when to engage with a customer or comment versus when to escalate the issue.
• Strong attention to detail and the ability to follow established processes consistently.
• Ability to manage multiple customer inquiries, comments, and tasks in a fast-paced environment.
• Comfortable handling repetitive operational tasks while maintaining accuracy and quality.
• Team-oriented and collaborative, with a willingness to support teammates and communicate effectively.
• Flexible and adaptable when priorities or coverage requirements change.
• Reliable internet connection and a suitable remote work environment.

Schedule & Availability

This is a contract position supporting EST-based operations.

• Employees will be assigned a fixed work schedule based on business and staffing needs.
• Specific working hours will be determined based on required coverage and will be shared once candidates are selected.
• Shifts may vary depending on the coverage needed, but employees will generally maintain their assigned schedule rather than rotating shifts on a daily basis.
• The standard shift is 8 hours total, consisting of 7.5 hours of work plus a 30-minute unpaid lunch break.
• Employees are expected to clock in and clock out using the When I Work system.
• The role may require up to 60 hours per week on an as-needed basis when additional coverage is required.
• Employees will receive at least 5 working days of rotational time off, based on the team's overall staffing and coverage requirements.

Once candidates are selected, the specific schedule and expected coverage hours will be communicated before their start date.

What Success Looks Like

Success in this role means consistently providing a positive customer experience while helping maintain a healthy and engaging social media community.

You’ll be successful if you:

• Respond to customers and comments accurately and within expected response times.
• Know when to resolve an issue independently and when to escalate it.
• Maintain a professional and consistent brand voice.
• Keep social media communities clean, respectful, and engaging.
• Follow company processes and moderation guidelines consistently.
• Communicate effectively with the Team Lead and broader team.
• Maintain accuracy and productivity even when handling high volumes of inquiries and comments.
• Help the team maintain reliable daily coverage and smooth operations.

Why Join Us?

You’ll be joining a fast-moving, collaborative team supporting growing e-commerce, health, wellness, and consumer brands. This is an opportunity to work closely with a social media and customer experience team while developing your skills in community management, customer support, and digital operations.

If you’re organized, dependable, customer-focused, and comfortable working in a fast-paced environment, we’d love to hear from you.

Requires 3+ years of customer service experience, with 1+ year in social or community management preferred. Strong written communication, judgment, attention to detail, and reliable internet are required.

Key Responsibilities

• answering inquiries
• moderating comments
• escalating issues

Skills & Tools

When I Work

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Contract
• Workplace: Remote — Philippines
• Salary: USD 10,400 – 10,400 / year
• Languages: English

About Incubator Lab

A fast-moving team supporting e-commerce, health, wellness, and consumer brands. — Industry: Consulting Services