Social Media Representative
R
RosabellaWellness Supplements
Philippines - Remote; Secondary Locations: LATAM - RemoteFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Required Skills
- ShopifyCustomer service
Requirements
- Prior customer service experience, ideally on social media or in a public-facing written channel.
- Strong written English with a clear, professional, and warm tone.
- Comfortable responding to public comments, including occasional negative or difficult ones.
- A reliable backup device and internet connection.
- A working camera for coaching sessions and team meetings.
- Ability to work an assigned shift, with rest days assigned based on coverage needs.
- Experience in DTC, e-commerce, or subscription customer service (preferred).
- Experience with Richpanel or a comparable helpdesk/social inbox platform (preferred).
- Familiarity with Instagram, Facebook, and TikTok comment sections (preferred).
Responsibilities
- Monitor and respond to comments on social posts in a timely, accurate, and on-brand way.
- Resolve straightforward questions and issues directly.
- Escalate sensitive, negative, or high-visibility comments to the Team Lead promptly with clear context.
- Personalize responses based on macros and SOPs to ensure they are genuinely helpful.
- Meet response time and resolution targets for comment moderation.
- Participate in coaching sessions and team meetings with camera on.
- Maintain accurate, complete records of comment interactions and escalations in Richpanel.
- Flag recurring questions, complaints, or trends to the Team Lead for root cause analysis.
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