Social Media Monitoring Specialist

WebFX, a full-funnel revenue marketing agency based in the US, is seeking a remote customer service role focused on social media management. The company values long-term growth, employee development, and a strong community culture.

Location: Remote (US, Philippines, Indonesia, Ghana, UK, Ireland, Kenya)

Salary: Negotiable, based on experience

Responsibilities

• Providing excellent customer care services for clients through social media platforms.
• Monitoring activity on client social profiles 2-3 times daily.
• Using native social network dashboards and third-party tools to monitor activity.
• Resolving or escalating online questions or concerns using SOPs, templates, and critical thinking.
• Using data and research to respond to comments and messages.
• Collaborating with account managers for specific inquiries.
• Adopting brand voice to engage audiences.
• Performing research and analysis to determine responses.
• Working 40 hours per week during specified overlapping hours.

Requirements

• At least 1 year of experience in phone or online customer service.
• Fluent in English (written and verbal).
• Customer service experience and interest in long-term customer service career.
• Solid understanding of the internet and social media.
• Strong writing and grammatical skills.
• High-speed internet and smartphone with WiFi.
• Pre-employment testing required.

Benefits

• Long-term stability and low turnover.
• Supportive work environment and team support.
• Remote work with fully equipped home office setup.
• Access to proprietary and third-party tools.
• Opportunities for growth and internal promotions.
• Annual merit-based increases.
• Professional development and training programs.
• Company events like FXFest and team-building activities.
• Participation in FXBuilds global charity program.
• Inclusive community culture.

Additional Information

• Position requires overlapping hours depending on region: Philippines/Indonesia (3:30 PM - 12:00 Midnight PH), Ghana/UK/Ireland/Kenya (6:00 AM - 2:30 PM EST), North/South America (8:00 AM - 4:30 PM local).
• Application via resume or CV in English. No need to apply multiple times for different roles.
• WebFX is an equal opportunity employer committed to diversity and inclusion.
• Beware of recruitment fraud; official communication only from @webfx.com email.