# Social Media Customer Care Moderator

## Position Overview
We are looking for a customer-focused Social Media Care Moderator to serve as the voice of our brand across social media platforms. This role focuses on providing exceptional customer service, answering product questions, resolving issues, and ensuring a seamless shopping experience for our online customers.

## Key Responsibilities
- Monitor and respond to customer inquiries, comments, and messages across all social media platforms in a timely manner
- Track and follow up on customer issues until complete resolution is achieved
- Coordinate with relevant departments (shipping, product, technical support) to resolve customer concerns
- Document customer interactions and maintain detailed records of issues and resolutions
- Identify and escalate priority issues to appropriate internal teams
- Provide product information and assist customers throughout their shopping journey
- Help customers navigate the website and complete purchases
- Report patterns in customer feedback to improve products and services
- Maintain a consistent and professional brand voice in all communications

 

## Required Qualifications- High school diploma required; Bachelor's degree in Communications, Customer Service, or related field preferred- 2+ years of customer service experience, preferably in e-commerce or retail- Experience with social media platforms and social media management tools- Experience with customer service platforms and CRM systems ## Skills & Attributes- Patient and empathetic approach to customer concerns- Strong problem-solving abilities- Detail-oriented with excellent follow-through- Ability to remain calm under pressure- Self-motivated with excellent time management skills- Proficient in handling multiple conversations simultaneously## Technical Requirements-Computer skills in word and excel - Experience with social media management tools- Knowledge of e-commerce platforms- Basic understanding of order management systems- Familiarity with digital communication tools- Full-time position- Remote work options available- Weekend availability may be required ## Physical Requirements- Ability to remain seated at a computer for extended periods- Continuous use of computer and keyboard- Extended periods of screen viewingWe are an equal opportunity employer and welcome candidates from all backgrounds. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.Interested candidates should submit their resume and a cover letter detailing their customer service experience and approach to problem-solving.