Summary of the Role

As a Social-First Customer Care Specialist you will be the first point of contact for users across social channels (public comments and DMs) and email. Youll support customers of a leading digital subscription-based product suite and help maintain a positive brand presence by responding to customer questions resolving issues and escalating when needed.

This role is ideal for someone whos quick calm under pressure great with people and comfortable supporting users with account access subscriptions billing and product-related troubleshooting in a highly visible environment.

What Youll Do

Youll be the frontline voice of the brand across social helping customers in real time while keeping responses human clear and platform-native.

Your responsibilities include:

Responding to public comments with strong judgment context awareness and the right brand tone
Managing direct messages (DMs) and private support conversations end-to-end
Using a CRM to review customer history track cases and document outcomes clearly
Supporting common customer service needs including:
- Account and login support
- Subscription billing refunds and cancellations
- Retention-style conversations (when appropriate)
- Access download install or its not working troubleshooting
Providing basic product guidance and technical triage escalating when needed
Using AI-assisted drafting tools to respond faster while ensuring every message is accurate empathetic and safe before sending
Following established escalation paths for high-risk issues sensitive topics and VIP situations
Contributing to consistent quality across shifts (tone accuracy decision-making)

Qualifications :

Heres What You Will Need:

A High School Diploma or equivalent
2 years of experience in social care community management CX support or digital customer service
Strong verbal communication & writing skills (friendly clear and socially native)
Comfort handling customer issues like billing subscriptions access problems and troubleshooting
Calm under pressure and confident in high-visibility comment sections
Organized accountable and consistent
Fluent in English both written and oral
General knowledge and interest in various social media platforms
A good working home environment with a stable internet connection
The ability to work an 8-hour shift on a rotating shift schedule

Nice to have:

Near native Fluency in French Portuguese or Spanish
Familiarity with creative or technical digital products (design photo/video editing productivity tools generative AI tools)
Experience working within a CRM or social tools such as Sprout Sprinklr etc.
Experience supporting subscription-based or SaaS products
Experience with moderation and customer engagement in high-volume social environments

Additional Information :

The Perks BrickBrands Offers:

100% Remote position
Continuous learning experience & career growth opportunities
Offers competitive compensation based on location market rates
A great opportunity to work with some of the worlds coolest and most innovative brands
A welcoming environment where even your feedback and suggestions are all being taken into consideration
Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds

Interested to work in social media that is focused on customer care while working remotely from home with a global team Send your CV in ENGLISH.

Remote Work :

Yes

Employment Type :

Full-time

Customer Service (Social-First Customer Care Specialist)