CSSR (Customer Service Social Media Representative)

Kitsch is a certified female and minority-owned global beauty brand with products sold through retailers across 92 countries. The company is seeking a Customer Service Social Media Representative to manage customer interactions across social platforms, resolve issues, recommend products, and coordinate escalations through resolution.

Responsibilities:

• Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels
• Solve customer issues like shipping delays, product defects, missing packages, and payment problems
• Recommend products based on what each customer actually needs
• Escalate tricky issues to the right team and follow up until they're resolved
• Team up with other social media and customer service reps to get customers the help they need
• Learn our products, promotions, and policies inside and out
• In your application, tell us what social media community management tools you've used. If you haven't used a specific tool, tell us which platforms you've worked on and what you did there

Requirements:

• 2-3 years of experience in social media community management
• 2-3 years of experience in customer service
• A track record of solving complex customer issues
• Experience with social media management tools (like Emplifi, Agorapulse, or Hootsuite)
• Experience with customer service software and tools
• A high school diploma or equivalent
• Empathy, strong communication skills, and a knack for problem-solving
• Background in beauty or retail is a plus
• Experience with Shopify or connected apps is a plus
• A college degree is a plus