Permanent Employee, Full-time, Remote, PST Shift (Evening)
Monthly Net Salary: Up to $800
Job Summary
We’re seeking a proactive, detail-oriented problem-solver to support customers and community engagement on our social channels during evenings and weekends. You’ll respond to inquiries across TikTok and Meta (Instagram/Facebook), help execute posting tasks (including Sprout Social), protect brand voice, and partner with Customer Support and Operations to resolve order-related issues. This role also requires sensitivity and sound judgment when customers raise mental-health–related concerns—using de-escalation, empathetic communication, and proper escalation to trained teams or approved resources.
Responsibilities
- Respond to customer questions on products, policies, orders, shipping, and delivery across TikTok and Meta Business platforms; log interactions and outcomes.
- Maintain brand voice in all replies; elevate edge cases, policy issues, and safety/mental-health concerns using established protocols.
- Assist with social execution (posts, story reposts, tag commenting)



and light scheduling via Sprout Social; surface content gaps and FAQs.
- Manage order-related requests (updates, modifications, cancellations, replacements) by coordinating with Customer Support/Operations.
- Apply empathetic, trauma-informed communication when customers disclose distress; de-escalate, set boundaries, and route to designated support channels or approved third-party resources.
- Track trends, frequently asked questions, and sentiment; propose process/content improvements.
- Support post-purchase communications via social channels and keep internal teams updated with accurate, current information.
- Perform additional duties as needed to support the Social and CX teams.

Requirements
- 1–2+ years in social customer care, community management, or customer support.
- Hands‑on experience with TikTok (including TikTok inbox/community tools) and Meta Business Suite; ability to schedule an

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