About The Role We are looking for a proactive and customer-focused Social Media & Customer Support Executive to manage our social media presence, engage with our community, and provide timely support to customers.

The ideal candidate should be a strong communicator who understands social media, can handle customer conversations professionally, and is comfortable working in a fast-paced environment.

Key Responsibilities Social Media

- Manage day-to-day social media activities across platforms such as Instagram, Facebook, LinkedIn, TikTok, and X.
- Create, schedule, and publish engaging social media content.
- Monitor comments, messages, mentions, and community conversations.
- Respond to comments and messages in a timely and brand-appropriate manner.
- Track social media trends and identify opportunities for relevant content.
- Coordinate with the marketing/content team to develop campaigns and content ideas.
- Monitor social media performance and prepare basic reports on engagement, reach, and growth.
- Identify customer feedback and recurring issues from social media conversations.

Customer Support

- Respond to customer queries through social media, email, chat, and other support channels.
- Understand customer concerns and provide accurate and helpful resolutions.
- Escalate technical, billing, or complex issues to the relevant internal team.
- Follow up with customers to ensure their issues have been resolved.
- Maintain a professional, empathetic, and helpful tone in all customer interactions.
- Identify recurring customer problems and share insights with the product/operations team.
- Maintain and update FAQs, support documentation, and standard responses where required.

Community & Brand Management

- Build positive relationships with customers and the online community.




- Ensure all customer-facing communication follows the brand's tone and guidelines.
- Handle negative feedback and complaints professionally.
- Identify potential brand risks or reputation issues and escalate them appropriately.

Requirements

- 1–3 years of experience in social media management, customer support, community management, or a similar role.
- Excellent written and verbal communication skills.
- Strong English communication skills.
- Comfortable communicating with customers through chat, email, and social media.
- Positive understanding of major social media platforms.
- Ability to handle multiple conversations and priorities simultaneously.
- Strong problem-solving and interpersonal skills.
- Valuable attention to detail.
- Comfortable working with spreadsheets, social media management tools, CRM/helpdesk software, and basic analytics.

Nice to Have

- Experience with social media scheduling and analytics tools.
- Experience working with SaaS, apps, technology, or consumer internet products.
- Basic understanding of digital marketing and content creation.
- Experience handling online communities.
- Basic knowledge of Canva or similar design tools.

Key Performance Indicators (KPIs)

- Social media engagement and response rate.
- Customer response and resolution times.
- Customer satisfaction.
- Community growth and engagement.
- Quality and consistency of social media content.
- Number of customer issues resolved without escalation.
- Quality of customer feedback and insights shared with internal teams.

Work Style

- Customer-first mindset.
- Proactive and self-motivated.
- Empathetic but solution-oriented.
- Strong ownership and accountability.
- Comfortable working independently as well as with cross-functional teams.

Note: This is a unpaid internship.Skills: customer support,communication skills,social media

📌 Social Media & Customer Support Executive (India)
🏢 Local business Marketing
📍 India