Monitoring the social media properties of the Company's clients as assigned by the Company, which includes reviewing and processing the content and data on those properties (including moderating, classifying, responding to and engaging with comments, messages and other content) in accordance with the Company's guidelines for the assigned properties, through the application developed by the Company and any other tools designated by the Company, and escalating (i.e. informing) the Company's designated contact of possible social media crises on the clients' social media properties.
Your responsibilities include:
Responding to public comments with strong judgment, context awareness, and the right brand tone
Managing direct messages (DMs) and private support conversations end-to-end
Using a CRM to review customer history, track cases, and document outcomes clearly
Supporting common customer service needs including:
Account and login support
Subscription, billing, refunds, and cancellations
Retention-style conversations (when appropriate)
Access, download, install, or “it’s not working” troubleshooting
Providing basic product guidance and technical triage, escalating when needed
Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
Contributing to consistent quality across shifts (tone, accuracy, decision-making)
2+ years of experience in social care, community management, CX support, or digital customer service
Strong verbal communication & writing skills (friendly, clear, and socially native)
Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
Comfortable working independently and proactively finding answers and resources
Calm under pressure and confident in high-visibility comment sections
Organized, accountable, and consistent
Fluent in English both written and oral
Near native Fluency in French
General knowledge and interest in various social media platforms
A good working home environment with a stable internet connection
The ability to work an 8-hour shift on a rotating shift schedule
Nice to have:
Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
Experience working within a CRM, or social tools such as Sprout, Sprinklr etc.
Experience supporting subscription-based or SaaS products
Experience with moderation and customer engagement in high-volume social environments
Additional Information
The Perks BrickBrands Offers:
100% Remote position
Continuous learning experience
Offers competitive compensation based on location market rates
A great opportunity to work with some of the world’s coolest and most innovative brands
A welcoming environment where even your feedback and suggestions are all being taken into consideration
Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds
Are you naturally socially-native, and interested working with social media, while working remotely from home with a global team? Send your CV in ENGLISH.
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