About the Role

Are you a strong writer who enjoys helping people and keeping conversations organized? We’re looking for a Social Media Customer Service Representative to manage customer inquiries, comments, and direct messages across our social media channels.

This position focuses on daily customer communication, community support, and follow-through. You’ll help customers feel heard, provide accurate information, and keep responses consistent with each brand’s voice.

Success in this role requires patience, sound judgment, and the ability to maintain quality throughout a high volume of similar conversations.

What You’ll Do

- Monitor and respond to customer comments, direct messages, and inquiries across assigned social media channels.
- Read each message carefully to understand the customer’s question, intent, and emotional tone.
- Write clear, natural, empathetic responses that follow brand guidelines.
- Use response templates thoughtfully, adapting them to the conversation instead of relying entirely on scripted replies.
- Answer routine questions using approved company information and resources.
- Recognize when to respond directly, move a conversation to a private channel, or escalate it to the appropriate team.
- Follow standard operating procedures, response guidelines, and escalation workflows.
- Keep conversations organized, complete assigned queues, and follow through on unresolved inquiries.
- Maintain accuracy, professionalism, and patience throughout repetitive daily work.
- Work toward performance expectations for response time, interaction volume, accuracy, completion rate, and service quality.





What We’re Looking For

- Exceptional written communication, grammar, and reading comprehension.
- A helpful, empathetic customer-service approach.
- Strong judgment and problem-solving skills.
- Ability to adapt your tone while maintaining a consistent brand voice.
- Excellent attention to detail and organization.
- Ability to manage multiple conversations without overlooking questions or follow-ups.
- Comfort with structured, repetitive work and established processes.
- Patience when answering similar questions throughout the day.
- Self-motivation and the ability to remain productive without constant supervision.
- Reliability, accountability, and consistent follow-through.
- Ability to learn new platforms, processes, and company information quickly.
- Comfort receiving feedback and working toward measurable performance goals.
- Availability to work Monday–Friday, 9:00 a.m.–5:00 p.m. Pacific Time.

Job Type: Full-Time Pay: $1100 + possibility of $400/mo bonus

Target Start Date: October 26, 2026

Helpful Experience

Experience in customer service, social media customer support, community moderation, live chat, or email support is a plus.

You’ll Enjoy This Role If…





You take pride in giving the 100th customer interaction the same care as the first. You enjoy organized workflows, stay patient with repeated questions, and know how to make a response feel personal while following clear guidelines.

How to Apply

Submit your resume and complete the application questions. In your responses, highlight any experience handling written customer inquiries, managing message queues, or maintaining service quality in a high-volume environment.

Job Type: Full-time

Pay: $19,437.50 - $26,979.17 per month

Application Question(s)

- Are you available to work full-time, Monday–Friday, from 9:00 a.m. to 5:00 p.m. Pacific Time?
- Briefly describe your experience responding to customers through social media comments, direct messages, live chat, or email. Approximately how many conversations did you handle per day?

This role involves answering similar questions and completing structured daily tasks throughout the day. Are you comfortable with this type of work and being measured on response time, volume, accuracy, completion, and quality?
- Do you own a reliable computer and headset, and do you have a quiet, dedicated workspace? Please confirm the equipment you have available.
- This is a freelance/independent contractor position, rather than an employee position, and does not include company-provided employee benefits. Are you comfortable with this arrangement?
- Do you have a reliable internet connection? Please share your download and upload speeds and whether you have a backup option for an internet outage.

Work Location: Remote

📌 Social Media Customer Service Representative (México)
🏢 Duzer Group
📍 México