Social Media Customer Support Job Description

Looking to hire a rockstar Social Media Customer Support for your company? Read more about the role and use the job description template below to attract the best candidates.

Social Media Customer Support: role overview

Key traits of an exceptional Social Media Customer Support include excellent communication skills, ability to multi-task, and being a proactive problem-solver. Candidates should have a thorough understanding of social media platforms and be able to provide timely and efficient support to customers. The ideal candidate should be a team player who is passionate about delivering exceptional customer experience.

Social Media Customer Support job description template

Social Media Customer Support representatives are responsible for providing top-notch assistance to customers through various social media platforms. You will be the first point of contact for customers who need help with their inquiries, orders, complaints, or any other issues. Your primary goal is to ensure that customers have a positive experience with the company. In this job, you will need to be proficient in written communication and possess excellent problem-solving skills to resolve customer issues quickly and effectively. You will also be expected to document customer interactions and provide feedback to the team to improve customer support processes.

Your responsibilities

  • Respond to customers’ inquiries and complaints on social media platforms in a timely and professional manner.
  • Identify and escalate any urgent issues to the appropriate department or individual within the organization.
  • Monitor social media channels for any mentions of the company or its products/services.
  • Engage with customers on social media by providing helpful information and addressing their concerns.
  • Collaborate with other departments, such as marketing and sales, to ensure consistent messaging and branding across all social media channels.
  • Maintain a positive brand image by handling all customer interactions with empathy and respect.
  • Provide feedback to the organization on customer sentiment and social media trends.
  • Stay up-to-date with social media best practices and trends to continuously improve the customer support experience.


  • 2 years experience in customer service
  • Expertise in social media platforms
  • Strong communication skills
  • Ability to multitask and prioritize
  • Attention to detail
  • Problem-solving skills
  • Patience and empathy
  • Flexibility with work hours
  • Adaptability to change
  • Positive attitude

Frequently asked questions

What does a Social Media Customer Support do?

Social media customer support is responsible for addressing customer inquiries, complaints, and feedback through social media channels like Twitter, Facebook, and Instagram. Their job is to provide timely, accurate, and helpful responses that aim to resolve issues and enhance customer satisfaction. Examples of their tasks include responding to direct messages, comments, and tweets, monitoring brand mentions, and sharing relevant information about the company’s products or services. Effective social media customer support can enhance the brand’s reputation and improve customer loyalty.

What skills make a great Social Media Customer Support?

  • Active Listening – Ability to understand customer needs and respond appropriately.
  • Problem Solving – Capacity to analyze complex situations and provide effective solutions.
  • Written Communication – Proficiency in expressing ideas in writing in a clear and concise manner.
  • Empathy – Capability to understand and share the feelings of customers.
  • Attention to Detail – Ability to identify and correct errors in information provided by customers.
  • Time Management – Skill to effectively manage time and prioritize tasks.
  • Calm Under Pressure – Ability to remain poised and composed in high-pressure situations.
  • Product Knowledge – Thorough understanding of company products and services.
  • Collaboration – Willingness to work with team members to achieve common goals.
  • Adaptability – Flexibility to adjust to changes in technology and work processes.

How to write an engaging job description for the Social Media Customer Support role?

To write an engaging Social Media Customer Support job description, focus on highlighting the key responsibilities and requirements of the role. Use clear and concise language, and showcase the company’s values and culture. Be sure to include information about the benefits and perks of working for your organization to attract top talent.

Who does a Social Media Customer Support work with on daily basis?

A person with a Social Media Customer Support role works closely with various teams within an organization, primarily belonging to the Customer Service or Support department. They typically interact with marketing, sales, and product development teams to address customer queries and feedback effectively. They generally report to a Customer Support Manager or a Social Media Manager, who oversees their daily activities and progress in handling customer concerns through social media channels.

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Beyond job description: verify candidates' skills for the Social Media Customer Support role with Heroify assessments

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Our questions are designed to assess candidates' actual skills in real-world business situations. We don't quiz on definitions or irrelevant facts that can be found easily online. Additionally, all questions are evaluated by experts with diverse experience and regularly updated, ensuring they measure precisely what you need.

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At Heroify, we don't use pre-made assessments. Instead, we customize each assessment to meet your specific needs. We analyze your job offer to identify the skills that should be tested and include a diverse set of questions to ensure that the assessment is not only effective, but also captivating for candidates.

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We work with psychometricians, work psychologists, and experts in artificial intelligence to ensure the maximum effectiveness, reliability, and objectivity of our assessments.

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We ensure that all candidates have equal opportunities to showcase their skills by using modern and user-friendly anti-cheating methods. The integrity and honesty of the results are guaranteed by measures such as question copying prevention and alerts that inform of window switching, among others techniques.

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