CSSR (Customer Service Social Media Representative)

About the role

We're looking for a Customer Service Social Media Representative to join our Customer Experience Team. You'll be the friendly voice behind our social channels — answering comments and messages on Facebook, Instagram, TikTok, and more. You'll help customers find the right products and solve real problems, fast.

Location: Remote (Philippines)

Responsibilities

• Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels
• Solve customer issues like shipping delays, product defects, missing packages, and payment problems
• Recommend products based on what each customer actually needs
• Escalate tricky issues to the right team and follow up until they're resolved
• Team up with other social media and customer service reps to get customers the help they need
• Learn our products, promotions, and policies inside and out

Requirements

• 2-3 years of experience in social media community management
• 2-3 years of experience in customer service
• A track record of solving complex customer issues
• Experience with social media management tools (like Emplifi, Agorapulse, or Hootsuite)
• Experience with customer service software and tools
• A high school diploma or equivalent (a college degree is a plus)
• Background in beauty or retail is a plus
• Experience with Shopify or connected apps is a plus
• Empathy, strong communication skills, and a knack for problem-solving

Schedule

Full-time, remote (Philippines)