Social Media Customer Support Agent

About the Opportunity

The Social Media Customer Support Agent responds to private messages and comment responses across Facebook, Instagram, TikTok, and YouTube, with the possibility of additional platforms in the future. This role keeps response times fast and consistent while following the brand’s saved replies, SOPs, and customer service guidelines.

This position supports the Customer Service team by making sure messages are addressed promptly and by escalating any concerns or questions to the internal team when needed across Paleovalley, Wild Pasture and Dr. Autumn Smith social accounts.

What You’ll Do

• Respond to private messages across Facebook, Instagram, TikTok, and YouTube
• Reply to comments on posts, ads, and videos using established saved replies
• Maintain a fast response pace and follow brand standards
• Hide or report spam and flag abusive or PR-sensitive comments to the Customer Service team
• Flag unusual trends or customer concerns to the Customer Service team
• Escalate inquiries that require internal review
• Convert complex social inquiries into tickets for the Customer Service team
• Work within Brandwatch to manage incoming social messages and comments
• Follow all brand guidelines, SOPs, and communication instructions

What You’ll Need to Succeed

• Experience with customer service or social media engagement
• Strong written communication skills
• Comfort working independently and following established processes
• Familiarity with social platforms and Brandwatch is helpful, though not required
• Authorized to work in the United States