Customer Support Executive-Social Media Escalations Location :

Customer Support Executive – Social Media Escalations

Location :

Amar Tech Park, Block B, 4th floor, Balewadi, Pune, India, 411045

About the Role :

We’re looking for a proactive and empathetic Customer Support Executive to manage customer escalations received via social media platforms (Instagram, Twitter / X, Facebook, etc.). The ideal candidate will be skilled at resolving issues quickly, maintaining brand tone, and turning negative experiences into positive customer interactions.

Key Responsibilities :

Monitor, track, and respond promptly to customer queries and complaints across all social media platforms.

Handle escalated cases from the social media team or community managers with empathy and professionalism.

Coordinate with internal teams (operations, logistics, product, or tech) to ensure timely resolution.

Maintain consistent brand voice and communication standards in all replies.

Identify trending issues or recurring complaints and share insights with the relevant departments.

Prepare weekly reports on social media escalations, response time, and resolution rate.

Escalate critical or sensitive issues to management as needed.

Requirements :

Bachelor’s degree in any field.

1–3 years of experience in customer support, preferably in social media or e-commerce.

Excellent written and verbal communication skills in English.

Strong problem-solving ability and patience in handling difficult conversations.

Familiarity with social media platforms, CRM tools, and ticketing systems (like Freshdesk, Zendesk, or Sprinklr).

Ability to multitask and work in a fast-paced environment.

Preferred Skills :

Prior experience handling brand reputation or social media responses.

Basic understanding of social media analytics and reporting.

Positive attitude with a customer-first mindset.

What We Offer :

Collaborative and supportive work culture.

Opportunity to be the voice of the brand and make real customer impact.

Growth opportunities within the customer experience or social media team.