Customer Experience Associate, Social Community

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond swiftly to customer inquiries through all support channels, accurately assessing needs and providing customized solutions, product suggestions, and information.

• Manage refunds and replacements, ensuring follow-ups are conducted when product inspections are necessary.

• Work closely with the Warehouse and Operations teams to monitor order statuses, handle backorders, and process updates (such as address changes, item adjustments, and shipping modifications).

• Observe, analyze, and escalate customer feedback, complaints, and trends to identify opportunities for enhancement across product formulations, packaging, shipping, website experience, and overall satisfaction.

• Collaborate with the Marketing team on customer engagement activities, including giveaways, review collection, and campaigns.

• Assist the Marketing and Product Development teams with the Body Project (our internal product testing initiative) by managing communications with testers and collecting reviews.

• Report weekly and monthly metrics to the Operations and Growth teams.

• Daily monitoring and response to comments and DMs on Instagram and TikTok, engaging authentically in the Soft Services brand voice.

• Proactively connect with customers and community members, fostering long-term relationships—not just answering questions but engaging meaningfully in discussions about body care and product experiences.

• Identify and highlight high-value user-generated content, feedback, and community moments to the Marketing team for amplification or response.

• Participate on Reddit on behalf of the brand—finding relevant subreddits and discussions where Soft Services can authentically engage, sharing product information, answering queries, and enhancing community presence without appearing promotional.

• Monitor social sentiment trends and bring recurring themes or concerns to the attention of the broader team.

• Maintain a consistent, on-brand voice across all social media touchpoints.

⛳️ Requirements

• 2+ years of customer service experience, preferably in direct-to-consumer (DTC) or beauty/skincare sectors.

• Genuine familiarity with Instagram, TikTok, and Reddit as platforms—you understand the communication styles of each community and what effective engagement looks like.

• Outstanding written communication skills with a clear, courteous tone and the ability to empathize, adapt, and connect with individuals across various contexts.

• Comfort and confidence in engaging in public-facing social environments on behalf of a brand.

• Exceptional attention to detail, pattern recognition, and organizational skills for managing high-volume inboxes and feeds.

• Ability to work independently and collaboratively in a fast-paced remote environment.

• Knowledge of and a genuine interest in skincare—you don’t need to be an esthetician, but a passion for learning about it is essential.

• Familiarity with the Soft Services brand, voice, and mission.

• Experience with Shopify and Gorgias is a plus.

🏝️ Benefits

• Pay Range: $20–$30/hour based on experience.

• $500 annual gift card for softservices.com.