Social Media & Customer Support Executive

About The Role

We are looking for a proactive and customer-focused Social Media & Customer Support Executive to manage our social media presence, engage with our community, and provide timely support to customers.

The ideal candidate should be a strong communicator who understands social media, can handle customer conversations professionally, and is comfortable working in a fast-paced environment.

Key Responsibilities

Social Media

• Manage day-to-day social media activities across platforms such as Instagram, Facebook, LinkedIn, TikTok, and X.
• Create, schedule, and publish engaging social media content.
• Monitor comments, messages, mentions, and community conversations.
• Respond to comments and messages in a timely and brand-appropriate manner.
• Track social media trends and identify opportunities for relevant content.
• Coordinate with the marketing/content team to develop campaigns and content ideas.
• Monitor social media performance and prepare basic reports on engagement, reach, and growth.
• Identify customer feedback and recurring issues from social media conversations.
  
  

Customer Support

• Respond to customer queries through social media, email, chat, and other support channels.
• Understand customer concerns and provide accurate and helpful resolutions.
• Escalate technical, billing, or complex issues to the relevant internal team.
• Follow up with customers to ensure their issues have been resolved.
• Maintain a professional, empathetic, and helpful tone in all customer interactions.
• Identify recurring customer problems and share insights with the product/operations team.
• Maintain and update FAQs, support documentation, and standard responses where required.
  
  

Community & Brand Management

• Build positive relationships with customers and the online community.
• Ensure all customer-facing communication follows the brand's tone and guidelines.
• Handle negative feedback and complaints professionally.
• Identify potential brand risks or reputation issues and escalate them appropriately.
  
  

Requirements

• 1–3 years of experience in social media management, customer support, community management, or a similar role.
• Excellent written and verbal communication skills.
• Strong English communication skills.
• Comfortable communicating with customers through chat, email, and social media.
• Good understanding of major social media platforms.
• Ability to handle multiple conversations and priorities simultaneously.
• Strong problem-solving and interpersonal skills.
• Good attention to detail.
• Comfortable working with spreadsheets, social media management tools, CRM/helpdesk software, and basic analytics.
  
  

Nice to Have

• Experience with social media scheduling and analytics tools.
• Experience working with SaaS, apps, technology, or consumer internet products.
• Basic understanding of digital marketing and content creation.
• Experience handling online communities.
• Basic knowledge of Canva or similar design tools.
  
  

Key Performance Indicators (KPIs)

• Social media engagement and response rate.
• Customer response and resolution times.
• Customer satisfaction.
• Community growth and engagement.
• Quality and consistency of social media content.
• Number of customer issues resolved without escalation.
• Quality of customer feedback and insights shared with internal teams.
  
  

Work Style

• Customer-first mindset.
• Proactive and self-motivated.
• Empathetic but solution-oriented.
• Strong ownership and accountability.
• Comfortable working independently as well as with cross-functional teams.
  
  

Note: This is a unpaid internship.Skills: customer support,communication skills,social media