Social Media Complaint Resolution

My brand receives most of its customer complaints through our social-media channels and I need those issues turned around quickly and professionally. The core of the job is simple: jump into our Facebook, Instagram and X (formerly Twitter) inboxes, identify genuine complaints, respond with an empathetic, solution-oriented tone, and follow through until each case is fully resolved or properly escalated.

You should already be comfortable working inside standard social-media dashboards or tools like Sprout Social, Hootsuite or even the native Meta Business Suite. I’ll grant you agent-level access along with our current response guidelines; if you see gaps, feel free to refine the macros so our voice stays consistent.

Deliverables I expect:
• Real-time responses during the agreed shift window, meeting the target first-reply time we set together.
• A concise daily log of cases handled, outcomes achieved, and any product or process feedback you spot.
• Escalation tickets created in Zendesk for anything outside your scope, tagged and prioritised correctly.

If you can consistently turn frustrated users into satisfied advocates while keeping our public feed clear of unresolved issues, this will become an ongoing engagement.