Duration: 6 months contract
Job Description:
- The Social Media Customer Support Executive will join an Escalations Management team that handles high-sensitivity customer and creator escalations which may pose reputational or brand risk.
- This is a high-touch, non-scalable support role operating in a fast-paced, customer-centric environment. The role focuses on triaging, coordinating, and managing escalations through precise communication, structured workflows, and close cross-functional collaboration. Most communication is conducted via email, with high visibility and accountability.
Responsibilities:
Escalation Intake & Monitoring
- Monitor shared team in boxes and aliases with senior-level visibility.
- Triage, prioritize, and route inbound escalations from multiple internal and social support sources.
- Track cases against defined SLAs and operating schedules.
External Communication
- Draft clear, empathetic, and professional email communications for sensitive issues.
- Handle high-impact escalations requiring customized responses (no scripted replies).
- Ensure accuracy, tone, and judgment in all external communications.
Operational Execution
- Execute daily support operations during assigned shifts with speed and precision.
- Ensure timely acknowledgment, assignment, and progression of escalations.
- Maintain operational discipline in a high-volume, high-visibility environment.
Cross-Functional Coordination
- Act as a central point of coordination across multiple internal support and operations teams.
- Consult with stakeholders to align on next steps and final resolutions.
- Support an incident-management-style workflow without directly resolving technical issues.
Judgment & Problem Solving
- Navigate ambiguity using documented knowledge bases and escalation paths.
- Apply curiosity and structured thinking to novel or unprecedented cases.
- Escalate appropriately and collaborate closely with leadership when required.
Experience:
- 5 8 years of experience in:
- Customer Support, Social Media Support, or Escalation Management.
- High-touch, non-scalable support environments.
- Strong written communication skills, particularly email-based communication.
- Experience handling sensitive, high-visibility customer escalations.
- Proven operational mindset with experience managing SLAs, queues, and workflows.
- Ability to work cross-functionally with multiple internal teams.
- Comfortable working in a shift-based, hybrid environment.
Skills:
- Social Media
- Customer Support
- Ticketing
- Escalation
Education:
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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