Social Media Support Specialist (Remote, Future Openings)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider working with companies such as Mastercard, Calm and MacPaw, operating in 30+ countries and supporting customers in 60 languages. It is expanding its talent bench of Social Media Support Specialists who can work from home and be first in line when new projects open. The role is open to fluent English speakers.

Key responsibilities

• Respond to customer messages in Facebook Messenger promptly, accurately and in a friendly, on-brand tone.
• Monitor and reply to reviews and ratings on Facebook and other platforms, handling positive feedback and complaints professionally.
• Answer questions and comments on social media posts, resolving issues publicly or moving them to private messages when appropriate.
• Troubleshoot common customer issues and escalate complex or sensitive cases to the right internal teams.
• Follow up on open conversations until each customer's issue is fully resolved.
• Meet response time and quality targets, use templates and the knowledge base effectively, and personalize replies so they do not feel scripted.

Required profile

• Excellent English proficiency (at least C1, spoken and written).
• Previous experience handling customer requests on social media.
• Strong communication skills and the ability to stay calm, polite and professional with frustrated or upset customers.
• Comfortable using social media platforms, especially Facebook and Messenger.
• Ability to write clear, concise replies quickly while keeping quality high.
• Good problem-solving skills, attention to detail, and ability to multitask across several conversations.
• Basic computer literacy and quick adaptation to new tools; a personal computer with at least 8GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Required skills

• Plus: experience in customer support, community management or a similar customer-facing role.
• Plus: familiarity with social media management or helpdesk tools such as Meta Business Suite, Sprout Social, Hootsuite, Zendesk or Freshdesk.
• Plus: experience managing online reviews and reputation.

What we offer

• Flexible schedule and full remote cooperation.
• Inclusive international environment and compensation in USD.
• Rewards for referring friends.
• Work-life balance with an internal health policy.
• Responsive leadership, development opportunities and a culture built on trust with no time tracking.