Social Media Customer Support Executive

Social Media Customer Support Executive

Location: San Bruno, CA (Hybrid) Duration: 6 months contract

Job Description: The Social Media Customer Support Executive will join an Escalations Management team that handles high-sensitivity customer and creator escalations which may pose reputational or brand risk. This is a high-touch, non-scalable support role operating in a fast-paced, customer-centric environment. The role focuses on triaging, coordinating, and managing escalations through precise communication, structured workflows, and close cross-functional collaboration. Most communication is conducted via email, with high visibility and accountability.

Responsibilities

Escalation Intake & Monitoring

• Monitor shared team in boxes and aliases with senior-level visibility.
• Triage, prioritize, and route inbound escalations from multiple internal and social support sources.
• Track cases against defined SLAs and operating schedules.

External Communication

• Draft clear, empathetic, and professional email communications for sensitive issues.
• Handle high-impact escalations requiring customized responses (no scripted replies).
• Ensure accuracy, tone, and judgment in all external communications.

Operational Execution

• Execute daily support operations during assigned shifts with speed and precision.
• Ensure timely acknowledgment, assignment, and progression of escalations.
• Maintain operational discipline in a high-volume, high-visibility environment.

Cross-Functional Coordination

• Act as a central point of coordination across multiple internal support and operations teams.
• Consult with stakeholders to align on next steps and final resolutions.
• Support an incident-management-style workflow without directly resolving technical issues.

Judgment & Problem Solving

• Navigate ambiguity using documented knowledge bases and escalation paths.
• Apply curiosity and structured thinking to novel or unprecedented cases.
• Escalate appropriately and collaborate closely with leadership when required.

Experience

5–8 years of experience in:

• Customer Support, Social Media Support, or Escalation Management.
• High-touch, non-scalable support environments.
• Strong written communication skills, particularly email-based communication.
• Experience handling sensitive, high-visibility customer escalations.
• Proven operational mindset with experience managing SLAs, queues, and workflows.
• Ability to work cross-functionally with multiple internal teams.
• Comfortable working in a shift-based, hybrid environment.

Skills

Social Media Customer Support Ticketing Escalation

Education

Bachelor's degree.

About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions.