Customer Support-Social Media

About Frido

Frido is a pioneering company in the orthotic consumer product space, dedicated to delivering innovative and high-quality products that improve the quality of life for our customers. We are driven by our mission to blend science, comfort, and style in every product we design.

About the Role:

Customer Support Executive – Social Media

Key Responsibilities

• Monitor and respond to customer queries, comments, and complaints across social media platforms (Instagram, Facebook, Twitter, LinkedIn, etc.) in real time.
• Handle DMs, comments, and reviews with professionalism, empathy, and brand tone of voice.
• Coordinate with internal teams (operations, logistics, product, and marketing) to resolve customer issues effectively and promptly.
• Escalate complex or sensitive cases to the right stakeholders and ensure timely follow-ups.
• Track customer sentiment and feedback on social media to share insights with the marketing and product teams.
• Maintain response time SLAs (Service Level Agreements) and quality standards for social media support.
• Assist in preparing FAQs, canned responses, and process improvements for better efficiency.
• Contribute to building a positive online brand reputation through customer-first engagement.

Key Requirements

• Bachelor’s degree in any field.
• 1–3 years of experience in

  customer support / social media handling / community management

  (preferably in D2C, e-commerce, or consumer-focused industries).
• Strong written communication skills with the ability to adapt tone as per customer situation.
• Good problem-solving skills and ability to remain calm under pressure.
• Familiarity with social media management tools (e.g., Sprinklr, Freshdesk, Hootsuite, Zoho Desk, etc.) is a plus.
• Ability to multitask, prioritize, and manage time efficiently.
• Empathetic, patient, and customer-first mindset.