Senior Customer Support Agent - Social Media

About the role

We're looking for a Senior Social Media Support Agent to join our customer support team. In this role, you'll be one of the most visible representatives of our product — the person users hear back from when they reach out to us on social media or write in over email. You'll combine strong troubleshooting skills with clear, empathetic communication to turn frustrated users into satisfied ones in public and in private.

What you'll do

• Respond to customer inquiries and complaints across email, X/Twitter, and app store reviews, providing clear, accurate and friendly resolutions
• Troubleshoot complex product issues and manage escalations when necessary to ensure timely resolution
• Collaborate with cross-functional teams — including Product and Engineering — to identify and resolve product bugs and improve overall product usability
• Analyze support and feedback trends across channels and turn them into clear, actionable reporting summaries for the wider team
• Help maintain a consistent, on-brand voice across all public support interactions

What you need

• 4–6 yrs of experience
• Customer service
• Social media
• Zendesk
• Freshdesk
• Escalation handling
• Email support
• Any graduate