Description:

About the Role:

We are seeking a highly motivated Social Media Support Analyst to join our dynamic customer experience team. The ideal candidate will be responsible for managing customer interactions across multiple social media platforms, ensuring a responsive, empathetic, and efficient customer support experience. This role is best suited for professionals with prior experience in the financial services or crypto sectors who excel in high-volume, high-impact environments.

Key Responsibilities:

Customer Interaction and Support:

- Engage directly with customers via social media channels (Twitter, Facebook, Instagram, Reddit) and email, addressing inquiries, issues, and complaints with professionalism and empathy.

- Investigate, troubleshoot, and resolve customer issues efficiently, ensuring accurate and timely responses that meet or exceed performance standards.

- Maintain a strong understanding of the companys products, policies, and procedures to deliver accurate information and consistent service.

Issue Resolution and Escalation:

- Take full ownership of customer issues from identification to resolution, applying strong analytical and critical thinking to determine root causes.

- Log, track, and escalate issues where necessary, collaborating with internal teams such as Trust & Safety, Compliance, Fraud, and Product to ensure effective problem resolution.

- Ensure accurate documentation of interactions, trends, and user feedback in CRM and tracking systems.

Quality and Process Improvement:

- Identify recurring issues, inefficiencies, or customer pain points, providing insights and feedback to improve processes, platform performance, and customer satisfaction.

- Contribute to building a positive customer experience strategy through proactive communication and education on product usage and best practices.

- Maintain a high standard of service delivery and help set benchmarks for performance and engagement within the Social Media Support team.

Required Skills and Experience:

- Minimum 2 years of professional experience in customer support roles, ideally within financial services, cryptocurrency, or technology sectors.

- At least 1 year of experience providing customer support via social media channels (Twitter, Facebook, Instagram, Reddit).

- Demonstrated experience in compliance, payments, fraud prevention, account access, or trust and safety operations is highly desirable.

- Strong written and verbal communication skills, with the ability to interact professionally with customers and internal teams across multiple geographies.

- Proven ability to manage sensitive issues and provide empathetic, accurate, and timely responses under pressure.

- Proficiency with social media monitoring tools, CRM systems, and customer engagement platforms.

- Excellent critical thinking and problem-solving skills, with a focus on delivering first-contact resolutions.

- Flexibility to work shifts, weekends, and adapt to evolving operational needs in a fast-paced, high-growth environment.

- Bachelors degree (or equivalent experience) in Business, Communications, Marketing, or a related field.

Preferred Qualifications:

- Experience working in regulated industries such as finance, crypto, or fintech.

- Knowledge of social listening, sentiment analysis, or community management tools.

- Familiarity with brand reputation management and crisis communication best practices.

- Ability to contribute to knowledge base and training documentation for continuous improvement.