Social Media Customer Support Representative

About the role

The Social Media Customer Support Representative is a full‑time position responsible for responding to customer inquiries, comments, and direct messages across social platforms, delivering timely, accurate, and empathetic assistance.

Key responsibilities

• Answer questions about products, orders, returns, and brand information via social media channels.
• Monitor brand mentions, identify recurring issues, and document customer feedback.
• Contribute to FAQ updates and support script improvements.
• Collaborate with marketing, e‑commerce, and operations teams to ensure a consistent brand voice.
• Escalate complex issues to the appropriate internal teams.

Required profile

• Strong customer‑facing skills with a focus on satisfaction.
• Excellent written communication, clear and inclusive.
• Ability to stay calm under pressure and manage multiple conversations.
• Fluency in Arabic (required) and proficiency in English (preferred).
• Previous experience in customer support, community management, or social media roles.
• Interest in beauty and cosmetics with willingness to learn product details.

Required skills

• Familiarity with major social media platforms.
• Experience using social inbox or ticketing tools.
• Basic troubleshooting of product, order, and account issues.