Junior SMM Manager and Customer Support Specialist

We are looking for an empathetic and highly communicative Junior Social Media & Customer Support Specialist to act as the frontline voice of our brand. This dual role bridges the gap between marketing and customer success. You will be responsible for nurturing our online community through engaging social media content while providing timely, helpful, and brand-aligned support to our customers across various channels.

Key Responsibilities

Social Media Management (SMM):

• Community Engagement: Monitor and respond to comments, direct messages, and mentions across platforms (Instagram, TikTok, LinkedIn, X, Facebook) in a timely and on-brand tone.

• Content Assistance: Assist in drafting copy, sourcing imagery, and scheduling posts using social media management tools (e.g., Sprout Social, Hootsuite, Buffer).

• Trend Monitoring: Keep a pulse on industry trends, viral moments, and competitor activity to suggest new content ideas.

• Reporting: Track basic social media metrics (engagement rate, follower growth, reach) and assist in compiling monthly performance reports.

Customer Support:

• Inquiry Resolution: Act as the first point of contact for customer inquiries via email, live chat, and social media platforms.

• Troubleshooting: Guide customers through basic technical issues, account setups, or product inquiries with patience and clarity.

• Ticket Management: Log, categorize, and escalate complex issues to senior support staff or relevant departments using helpdesk software (e.g., Zendesk, Intercom, Freshdesk).

• Knowledge Base Maintenance: Help identify common customer questions and assist in updating FAQs, canned responses, and help center articles.

Requirements & Qualifications

• Experience: 1–2 years of experience (including internships) in social media management, community management, or customer service.

• Communication Skills: Exceptional written and verbal communication skills with a strong grasp of grammar and the ability to adapt tone for different platforms and customer moods.

• Platform Knowledge: Native understanding of major social media platforms and how users interact on them.

• Empathy & Patience: A genuine desire to help people, de-escalate frustrations, and solve problems creatively.

• Tech-Savviness: Quick learner capable of adapting to new software, CRM platforms, and social media scheduling tools.

• Time Management: Strong organizational skills with the ability to juggle multiple inquiries and tasks in a fast-paced environment.

Preferred Skills (Nice-to-Haves)

• Basic graphic design skills for social media (Canva, CapCut, Adobe Creative Suite).

• Familiarity with helpdesk software (Zendesk, HubSpot, Intercom).

• Experience with customer service

How to Apply

Please submit your resume and a brief cover letter explaining a time you successfully resolved a difficult customer situation or managed a brand's social media presence. Including a portfolio or links to social media accounts you have managed is highly encouraged.