Social CX & Retention Specialist

Role Overview

• Manage and respond to inbound tickets in Gorgias across email and social channels
• Handle cancellation requests (primary driver ~60% of volume) with a retention-first approach
• Respond to subscription questions (~20% of volume) by educating and setting expectations
• Engage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentiment
• Respond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trust
• Use and customize macros for efficiency while ensuring every response is humanized and contextual
• Apply accurate ticket tagging and categorization to support VOC reporting
• Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)

Requirements

• 2–5 years of experience in Customer Experience, Support, or Social Engagement
• Direct experience handling:
• Subscription cancellations
• Customer objections
• Public-facing complaints
• Experience with:
• Gorgias (required)
• Shopify or similar eCommerce platforms
• Social media platforms (FB, IG, YouTube, Reddit)
• Strong writing ability:
• Clear, concise, conversational
• Able to balance confidence + empathy
• Comfortable managing high-volume queues without losing quality
• Ability to work independently and make real-time decisions
• Strong judgment on:
• When to push for retention
• When to resolve
• When to escalate