Social Media Customer Support Specialist

I need ongoing help keeping our social-media inboxes calm and our customers happy. Your primary responsibility will be replying to all incoming Facebook and Instagram messages that relate to complaints or support requests, then following up until each case is fully resolved.

Here’s how the flow currently works:

• A customer writes through Facebook Messenger or an Instagram DM.
• You pick it up within a maximum of two business hours, acknowledge the issue, investigate the order or service history in our internal dashboard, and provide a clear, polite resolution or next step.
• If the matter requires escalation you leave a detailed note for me in the same thread and tag the appropriate teammate.
• At the end of each shift you log a short summary of cases handled, outcomes, and any patterns you noticed.

To do this smoothly you should feel comfortable navigating Facebook Business Suite (or similar), basic CRM look-ups, and simple spreadsheet logging. Tone must stay friendly, empathetic, and brand-consistent at all times; canned replies are fine as long as they’re customized enough to feel human.

Deliverables I will review weekly:
– 100 % of social-media messages answered within the agreed response window
– A concise end-of-week report (CSV or Google Sheet) showing ticket ID, issue type, resolution status, and time to close

If everything runs well after the first week, I plan to extend to a long-term, part-time arrangement with predictable hours.