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Social Media Customer Service Jobs (NOW HIRING)

Taziki's Mediterranean Cafe

Social Media Specialist

AL · On-site

Serve as the social media customer service point of contact Qualifications: * 3-5 years of experience working directly with social media for a brand * Bachelor's degree in marketing or related field

Chedraui USA

Associate Manager, Social Media

Commerce, CA · On-site

$70K/yr

Associate Manager, Social Media Store Support Center We are searching for an experienced Associate ... Align with Media, CRM, and Digital teams on integrated campaigns * Support store-level and regional ...

Huge Ape Media

Social Media Coordinator

Irvine, CA · On-site +1

As a Social Media Coordinator you will combine marketing and social media management skills to ... Collect customer data and analyses interactions and visits, and use this information to create ...

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Social Media Customer Service information

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How much do social media customer service jobs pay per hour?

As of Sep 3, 2026, the average hourly pay for social media customer service in the United States is $24.68, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $31.01 per hour, depending on experience, location, and employer.

What is a social media customer service?

A Social Media Customer Service job involves assisting customers through social media platforms like Facebook, Twitter, and Instagram. Representatives respond to inquiries, resolve complaints, and engage with customers to provide support and maintain brand reputation. They also monitor conversations, escalate complex issues, and ensure a positive customer experience. Strong communication skills and a good understanding of social media etiquette are essential.

What does a social media customer service do?

A typical day in a Social Media Customer Service role involves monitoring various social media channels for customer inquiries, responding to questions and concerns in real-time, and escalating complex issues to the appropriate internal teams as needed. You may also draft responses, participate in ongoing brand campaigns, and analyze feedback trends to help improve overall customer experience. Collaboration with social media managers, marketing teams, and other customer service representatives is common to ensure that messaging is consistent and accurate. The fast-paced environment requires multitasking and staying informed about the latest updates to social platforms and company policies.

What are the key skills and qualifications needed to thrive in social media customer service?

To thrive as a Social Media Customer Service professional, you need strong written communication, problem-solving abilities, and a keen understanding of social media platforms, often supported by relevant experience or coursework. Familiarity with customer relationship management (CRM) tools, help desk software, and social listening tools is commonly required in this role. Outstanding candidates also demonstrate patience, empathy, and the ability to quickly de-escalate tense situations while maintaining a brand's voice. These skills ensure efficient, positive customer interactions and help maintain the company’s online reputation.

How do you become a social media customer service agent?

To become a social media customer service agent, candidates typically need strong communication skills, familiarity with social media platforms, and experience in customer service. Many employers prefer candidates with a high school diploma or equivalent, and some roles may require knowledge of customer relationship management (CRM) tools. Gaining relevant experience and demonstrating problem-solving abilities can improve job prospects.
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Social Media Customer Service jobs near you
Infographic showing various Social Media Customer Service job openings in the United States as of August 2026, with employment types broken down into 50% Full Time, 33% Part Time, and 17% Temporary. Highlights an 100% In-person job distribution, with an average salary of $51,341 per year, or $24.7 per hour.

Social Media Customer Service Lead

Fellers, LLC

Hanover Park, IL • On-site

Full-time

Posted 27 days ago

Job description

About Fellers, LLC
Since 1986, Fellers has been a reliable source of sign and graphics films, color change vinyls, and supplies for printers, sign makers, and installers across the U.S. Since 2021, Fellers has been private equity owned, and focused on investing heavily in expanding business into new growth segments including automotive window tint, paint protection film, printing and finishing equipment, tools, and film-cutting software. Fellers is the trusted leader in delivering speed, service, and selection to our customers. This is backed by a national network of warehouses, stocked with industry leading brands and a competitive proprietary branded product offering. Additionally, Fellers has a dedicated sales team which is supported by best-in-class customer service and technical support professionals to deliver superior service.
About the role
The Social Media Customer Service Lead serves as the primary point of contact for Fellers' social media direct messages, comments, and customer service inquiries. Acting as the "air traffic controller" for all inbound social media traffic, this role monitors Fellers' social channels, responds to customers, and triages each inquiry to determine the right internal team - Customer Service, Sales, Technical Support, or Marketing - for resolution. As a Lead, this individual also supports and guides other Customer Service team members who assist with social media coverage, helps maintain response-time and quality standards, and partners closely with the Customer Service Manager and Marketing to protect and strengthen the Fellers brand across social platforms.
What you'll do
  • Monitor Fellers' social media channels (including Facebook, Instagram, LinkedIn, X, and other platforms as applicable) for direct messages, comments, and mentions requiring a response
  • Respond promptly and professionally to customer inquiries, complaints, and service requests received via social media messaging
  • Triage inbound messages to determine urgency, category, and the appropriate path to resolution
  • Route and escalate issues to the appropriate internal team (Customer Service, Sales, Technical Support, Marketing, or Leadership) and track each item through to resolution
  • Serve as the central point of coordination ("air traffic controller") for all social media traffic, ensuring inquiries are acknowledged quickly and nothing is missed
  • Enforce Fellers' brand voice, tone, and community guidelines; remove or escalate inappropriate content when necessary, in partnership with Marketing
  • Identify trends, recurring issues, and customer feedback themes, and report insights to the Customer Service Manager and Marketing
  • Maintain accurate, up-to-date records of social media interactions, escalations, and resolutions
  • Provide guidance, coaching, and quality feedback to Customer Service team members who assist with social media monitoring and response
  • Collaborate with Marketing and Customer Service to improve engagement, consistency, and overall customer satisfaction
  • Maintain departmental service level targets for social media response and resolution
  • Maintain strong working knowledge of Fellers' products and services
  • Additional duties as assigned

Qualifications
  • Minimum 2 years of experience in a Customer Service role; prior experience monitoring or responding on social media platforms preferred
  • Familiarity with social media management or moderation tools (e.g., Meta Business Suite, Sprout Social, Hootsuite, or similar) preferred
  • Strong written communication and customer service skills
  • Excellent judgment, attention to detail, and the ability to manage sensitive or difficult interactions professionally
  • Ability to prioritize and manage a high volume of inquiries across multiple channels in a fast-paced, high-visibility environment
  • Prior experience mentoring, training, or informally leading others preferred
  • High school diploma required
  • A passion for customer advocacy and protecting brand reputation
  • Proficient with Microsoft Office Suite

Physical Requirements:
  • May work from a seated position for extended periods
  • Ability to focus on computer monitors for extended periods

Remote Work Requirements:
  • Quiet and professional workplace free from noise (kids, pets, etc.)
  • High speed internet access with minimum speed of 50 mbps
  • A chair and flat surface or desk to work from

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