Customer Service Specialist (Facebook Community Manager)

OptiNizer

6d•Remote

About The Position

This fully remote, full-time independent contractor role supports a growing U.S.-based import and trading company that sells consumer products online. The position focuses on responding to customer inquiries, managing subscriptions and customer accounts, and maintaining an active, positive Facebook community for the brand. The successful candidate is service-minded, organized, detail-oriented, and communicates clearly and warmly in writing. They resolve customer concerns quickly and accurately, keep account records current, and engage the Facebook community in ways that build trust and loyalty. The role involves customer support through email, chat, social media chats, and direct messages; subscription and account administration; Facebook community management and moderation; and tracking customer issues and trends to support improvements to templates, FAQs, and internal processes. The work schedule is six days per week, 9 AM–6 PM PST. The role is autonomous and offers collaborative support in a fast-paced e-commerce environment, with potential for long-term growth as the business expands.

Requirements

Previous experience in customer service or customer support, preferably for an e-commerce or online brand.
Experience managing customer accounts, orders, or subscriptions.
Experience managing or moderating a Facebook group or online community.
Excellent written English communication skills.
Strong attention to detail and organization.
Ability to work independently and manage multiple conversations at once.
Availability to work full-time, six days a week.

Nice To Haves

Experience with e-commerce, subscription, or product-based brands.
Familiarity with helpdesk or subscription tools such as Shopify, Recharge, Gorgias, or Zendesk.
Comfort using Meta Business Suite.

Responsibilities

Respond promptly and professionally to customer emails, social media chats, and direct messages.
Answer questions about products, orders, shipping, and returns.
Handle complaints and escalations empathetically and find resolutions.
Maintain fast response times and a consistent brand voice across channels.
Process subscription sign-ups, pauses, skips, changes, and cancellations.
Update customer account details, including addresses, payment issues, and order changes.
Process refunds, replacements, and billing adjustments accurately.
Keep customer records organized and up to date.
Monitor and respond to comments, posts, and messages in the brand’s Facebook community.
Encourage member engagement and keep discussions positive and on-brand.
Moderate the community by removing spam and handling negative comments professionally.
Share recurring customer feedback and questions with the team.
Track common customer issues, inquiries, and trends.
Flag recurring product, order, or shipping problems to the team.
Help improve support templates, FAQs, and internal processes.