CSSR (Customer Service Social Media Representative)

Kitsch LLC • Los Angeles, CA

1d • Remote

About The Position

Kitsch is a certified female and minority-owned global beauty brand with products in over 32,000 retailers across 92 countries. They are seeking a Customer Service Social Media Representative to join their Customer Experience Team. This role will be the primary point of contact for customers on social media channels, responding to comments and messages, assisting with product inquiries, and resolving customer issues.

Requirements

• 2-3 years of experience in social media community management.
• 2-3 years of experience in customer service.
• A track record of solving complex customer issues.
• Experience with social media management tools (e.g., Emplifi, Agorapulse, Hootsuite).
• Experience with customer service software and tools.
• A high school diploma or equivalent.
• Empathy, strong communication skills, and a knack for problem-solving.

Nice To Haves

• A college degree.
• Background in beauty or retail.
• Experience with Shopify or connected apps.

Responsibilities

• Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels.
• Solve customer issues such as shipping delays, product defects, missing packages, and payment problems.
• Recommend products based on customer needs.
• Escalate complex issues to the appropriate team and follow up on resolution.
• Collaborate with other social media and customer service representatives to ensure customer needs are met.
• Gain in-depth knowledge of company products, promotions, and policies.
• Communicate experience with social media community management tools or platforms and specific roles performed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED