Job Title: Social Media Customer Support Executive Department:
Customer Service Reports To:
Assistant Manager Customer Service Location:
Pune Employment Type:
Full-Time
About the Role: Frido 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 rapid, on-brand, and helpful presence across all social channels, ensuring quick resolution of customer queries and complaints.
Key Responsibilities: Monitor and respond to
customer comments and DMs
across Instagram, Facebook, and other social platforms in real time. Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media. Make and receive
calls to customers
(mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations. Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed. Maintain
First Response Time (FRT) under 1 minute
on all comments and DMs. De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image. Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately. Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system.



Support proactive engagement - replying to positive comments, tagging opportunities, and community engagement as guided by the marketing team. Maintain consistency in tone and messaging aligned with Frido's brand voice across all platforms. Meet targets on FRT, resolution rate, and customer satisfaction (CSAT).
Required Skills & Qualifications: Graduate in any discipline. Minimum 2 years of experience
in social media comment/DM handling and customer support (voice + non-voice combined experience required). Strong written communication - clear, quick, and on-brand. Confident and clear verbal communication for calling (mandatory requirement - not optional for this role). Comfortable multitasking across comments, DMs, and calls simultaneously. Familiarity with social media platforms (Instagram, Facebook) and social/CRM tools (e.g., Freshdesk, Zoho, Sprinklr, or similar) preferred. Ability to stay calm and professional while handling public-facing negative comments/complaints. Willingness to work
rotational shifts and rotational week offs, 6 days of work week .
Key Performance Indicators (KPIs) First Response Time (FRT): Below 1 minute Resolution Rate (Comments/DMs/Calls) Customer Satisfaction Score (CSAT) Call Handling - outbound targets met Negative comment/complaint escalation and turnaround time Brand tone/voice adherence score
Working Conditions Rotational shifts (to cover extended social media monitoring hours). Rotational week offs; 6 - day work week. Calling is a mandatory part of the role, in addition to comment/DM handling.
Interested candidates can send their resumes at

📌 Social Media - Customer Support Executive (India)
🏢 Frido
📍 India