Social CX & Retention Specialist

Mars Men

1d • Remote

About The Position

This role sits at the intersection of customer experience, retention, and brand voice. You’ll be responsible for handling inbound conversations across social, reviews, and support channels, with a heavy focus on cancellation prevention, objection handling, and public engagement.
You will operate inside Gorgias as the system of record, managing tickets across email and social integrations (via Sprout), while working within defined SLAs. You’ll handle high-volume ticket queues, but your priority is not just resolution—it’s controlling the conversation and driving retention outcomes.
You’ll work directly under the Head of CX and alongside a team of generalists. This role requires strong judgment, speed, and the ability to adapt tone based on the situation—especially in public-facing channels.

Requirements

• 2–5 years of experience in Customer Experience, Support, or Social Engagement
• Direct experience handling: Subscription cancellations Customer objections Public-facing complaints
• Experience with: Gorgias (required) Shopify or similar eCommerce platforms Social media platforms (FB, IG, YouTube, Reddit)
• Strong writing ability: Clear, concise, conversational Able to balance confidence + empathy
• Comfortable managing high-volume queues without losing quality
• Ability to work independently and make real-time decisions
• Strong judgment on: When to push for retention When to resolve When to escalate

Responsibilities

• Manage and respond to inbound tickets in Gorgias across email and social channels
• Handle cancellation requests (primary driver ~60% of volume) with a retention-first approach
• Respond to subscription questions (~20% of volume) by educating and setting expectations
• Engage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentiment
• Respond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trust
• Use and customize macros for efficiency while ensuring every response is humanized and contextual
• Apply accurate ticket tagging and categorization to support VOC reporting
• Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)
• Maintain SLA adherence: Email: <6 hr first response / <48 hr resolution Social/Reviews: <24–48 hr response
• Escalate high-risk issues (legal, health, fraud, brand risk) appropriately and quickly

Benefits

• Competitive Compensation – We offer a strong salary and benefits package, tailored to attract top talent
• Remote Work Environment – Our team is fully remote
• Autonomy & Ownership – You’ll have the freedom to run your own systems and make real impact
• Time Off – 15 PTO days per year (prorated), 9 company holidays, plus your birthday off
• Parental Leave – Generous maternity and paternity leave policies for growing families
• Health Benefits – 100% premium coverage for health, dental, and vision plans, with 25% coverage for dependents
• 401(k) – Company-sponsored plan with a 2% match through Guideline (elective participation)
• Growth & Development – We invest in your professional development with ongoing learning opportunities
• $200 Annual Superpower Membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed