Sr. Customer Support- Social Media Escalations

Customer Support Executive – Social Media Escalations

Location:

K Square B 403 Balewadi Road, Balewadi, Pune, Maharashtra-411045

About the Role:

We’re looking for a proactive and empathetic Customer Support Executive to manage customer escalations received via social media platforms (Instagram, Twitter/X, Facebook, etc.). The ideal candidate will be skilled at resolving issues quickly, maintaining brand tone, and turning negative experiences into positive customer interactions.

Key Responsibilities:

• Monitor, track, and respond promptly to customer queries and complaints across all social media platforms.
• Handle escalated cases from the social media team or community managers with empathy and professionalism.
• Coordinate with internal teams (operations, logistics, product, or tech) to ensure timely resolution.
• Maintain consistent brand voice and communication standards in all replies.
• Identify trending issues or recurring complaints and share insights with the relevant departments.
• Prepare weekly reports on social media escalations, response time, and resolution rate.
• Escalate critical or sensitive issues to management as needed.

Requirements:

• Bachelor’s degree in any field.
• 2–4 years of experience in customer support, preferably in social media or e-commerce.
• Excellent written and verbal communication skills in English.
• Strong problem-solving ability and patience in handling difficult conversations.
• Familiarity with social media platforms, CRM tools, and ticketing systems (like Freshdesk, Zendesk, or Sprinklr).
• Ability to multitask and work in a fast-paced environment.

Preferred Skills:

• Prior experience handling brand reputation or social media responses.
• Basic understanding of social media analytics and reporting.
• Positive attitude with a customer-first mindset.

What We Offer:

• Collaborative and supportive work culture.
• Opportunity to be the voice of the brand and make real customer impact.
• Growth opportunities within the customer experience or social media team.

Job Type: Full-time

Pay: ₹35,000.00 - ₹55,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person