Job DescriptionJob Title: Social Media Customer Support Executive
nDepartment: Customer Service
nReports To: Assistant Manager Customer Service
nLocation: Pune
nEmployment Type: Full-Time
nAbout the Role:
nFrido is looking for a Social Media Customer Support Executive to manage customer interactions across social media platforms - comments, DMs, and reviews - while also handling outbound/inbound calling as part of the role. The candidate will be responsible for maintaining a quick, on-brand, and helpful presence across all social channels, ensuring quick resolution of customer queries and complaints.
nKey Responsibilities:
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- Monitor and respond to customer comments and DMs across Instagram, Facebook, and other social platforms in real time.n
- Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media.n
- Make and receive calls to customers (mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations.n




- Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed.n
- Maintain First Response Time (FRT) under 1 minute on all comments and DMs.n
- De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image.n
- Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately.n
- Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system.n
- Support proactive engagement - replying to positive comments, tagging opportunities, and community engagement as guided by the marketing team.n
- Maintain consistency in tone and messaging aligned with Frido's brand voice across all platforms.n
- Meet targets on FRT, resolution rate, and customer satisfaction (CSAT).n

nRequired Skills & Qualifications

📌 Social Media (Pune)
🏢 Frido
📍 Pune