Social Media Customer Engagement Specialist

Customer Service Agent - Phone and Email - Work From Home

About Frontier

Frontier (www.hirefrontier.com) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Think of us as your personal talent agent, and good luck with the application :)

About The Client

Skylight specializes in the production of digital photo frames. These frames are designed to display digital photos in a way that is easy to manage and share with family and friends. Skylight Frame's products typically feature high-resolution screens and can be connected to the internet, allowing users to send photos directly to the frame from their smartphones or computers.

The unique value proposition of Skylight Frame is the convenience and simplicity it offers for sharing and displaying photos. Users can send new pictures to the frame through a dedicated app, email, or a web interface, making it easy for family members and friends to keep the frame updated with the latest memories.

Job Overview

We are looking for a passionate and detail-oriented Social Media Manager to manage our brand’s online interactions and provide excellent customer service. This is an ideal role for someone who has experience handling comments and direct messages on social media platforms and enjoys engaging with customers to answer their questions, resolve issues, and maintain positive relationships.

Key Responsibilities:

• Monitor and respond to customer inquiries, comments, and messages across all social media channels (Facebook, Instagram, Twitter, etc.) in a timely and professional manner.
• Address product or service-related questions, complaints, and feedback.
• Escalate customer queries or issues to the appropriate team when necessary, ensuring timely follow-up.
• Keep records of customer interactions and feedback to help identify trends and areas of improvement.
• Collaborate with the marketing and customer support teams to provide seamless communication and consistent brand messaging.
• Stay updated on the latest platform features and best practices to improve engagement and customer satisfaction.
• Assist in posting content or updates as needed, ensuring consistency in tone and messaging across all platforms.

Qualifications:

• Experience handling social media interactions, particularly in customer support or engagement.
• Strong communication skills with the ability to respond professionally and empathetically to customer queries.
• Familiarity with major social media platforms (Instagram, Facebook, Twitter, LinkedIn).
• Ability to work independently, manage time effectively, and prioritize tasks.
• Basic problem-solving skills and the ability to provide solutions in a customer-focused manner.
• Proactive and self-motivated, with attention to detail.

Preferred Qualifications:

• Experience using social media management tools 
• Knowledge of customer service principles and practices.
• Basic understanding of social media marketing.

Additional Information:

• You will work the US shifts
• You will be working for 5 days and will have 2 consecutive days off