Social Media & Customer Support Executive

About The Role
We are looking for a proactive and customer-focused Social Media & Customer Support Executive to manage our social media presence, engage with our community, and provide timely support to customers.
The ideal candidate should be a strong communicator who understands social media, can handle customer conversations professionally, and is comfortable working in a fast-paced environment.
Key Responsibilities
Social Media
Manage day-to-day social media activities across platforms such as Instagram, Facebook, LinkedIn, TikTok, and X.
Create, schedule, and publish engaging social media content.
Monitor comments, messages, mentions, and community conversations.
Respond to comments and messages in a timely and brand-appropriate manner.
Track social media trends and identify opportunities for relevant content.
Coordinate with the marketing/content team to develop campaigns and content ideas.
Monitor social media performance and prepare basic reports on engagement, reach, and growth.
Identify customer feedback and recurring issues from social media conversations.
Customer Support
Respond to customer queries through social media, email, chat, and other support channels.
Understand customer concerns and provide accurate and helpful resolutions.
Escalate technical, billing, or complex issues to the relevant internal team.
Follow up with customers to ensure their issues have been resolved.
Maintain a professional, empathetic, and helpful tone in all customer interactions.
Identify recurring customer problems and share insights with the product/operations team.
Maintain and update FAQs, support documentation, and standard responses where required.
Community & Brand Management
Build positive relationships with customers and the online community.
Ensure all customer-facing communication follows the brand's tone and guidelines.
Handle negative feedback and complaints professionally.
Identify potential brand risks or reputation issues and escalate them appropriately.
Requirements
1–3 years of experience in social media management, customer support, community management, or a similar role.
Excellent written and verbal communication skills.
Strong English communication skills.
Comfortable communicating with customers through chat, email, and social media.
Good understanding of major social media platforms.
Ability to handle multiple conversations and priorities simultaneously.
Strong problem-solving and interpersonal skills.
Good attention to detail.
Comfortable working with spreadsheets, social media management tools, CRM/helpdesk software, and basic analytics.
Nice to Have
Experience with social media scheduling and analytics tools.
Experience working with SaaS, apps, technology, or consumer internet products.
Basic understanding of digital marketing and content creation.
Experience handling online communities.
Basic knowledge of Canva or similar design tools.
Key Performance Indicators (KPIs)
Social media engagement and response rate.
Customer response and resolution times.
Customer satisfaction.
Community growth and engagement.
Quality and consistency of social media content.
Number of customer issues resolved without escalation.
Quality of customer feedback and insights shared with internal teams.
Work Style
Customer-first mindset.
Proactive and self-motivated.
Empathetic but solution-oriented.
Strong ownership and accountability.
Comfortable working independently as well as with cross-functional teams.
Note: This is a unpaid internship.Skills: customer support,communication skills,social media

Work arrangement
No