Social Customer Care Jobs
What does a Social Customer Care do?
A Social Customer Care specialist monitors and responds to customer enquiries, complaints, and comments across social media platforms such as Twitter/X, Facebook, Instagram, and TikTok. They triage incoming messages and mentions, resolve issues in public threads or move sensitive cases to private channels, and escalate complex problems to internal teams. They work closely with community management, PR, and customer service operations to ensure responses are on-brand, accurate, and timely, while also flagging recurring themes to inform product or service improvements.
Key responsibilities
- Monitor brand mentions, DMs, and comments across social media platforms in real time
- Respond to customer complaints, questions, and feedback in a consistent, on-brand tone
- Triage and escalate complex or sensitive issues to relevant internal teams
- Maintain response-time and resolution SLAs set by the customer service function
- Identify and report recurring customer pain points to product and operations teams
- Document interactions and outcomes in CRM or social care platforms
Skills & tools
Education & background
No fixed degree requirement; background in customer service, communications, or marketing is common alongside a strong portfolio of social media experience
Career path
Can progress to Social Customer Care Team Lead, Community Manager, or broader Social Media Manager roles, or move into Customer Experience (CX) strategy