Social Media Support Specialist

Replit•New York, NY

6d•Onsite

About The Position

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Social Media Support Specialist, you are at the forefront of helping developers create while managing our social media presence and community interactions. You'll assist developers with complex technical issues, billing inquiries, account management, and product usage questions across multiple channels including X (Twitter), LinkedIn, Reddit, Apple/Google Play stores, and other relevant platforms. You will help bubble up what is important to Replit's engineering and Product teams, and what needs improvement to your own team, while also serving as a key voice in our social media community engagement. We use tools like Zendesk, Sprout Social, Linear, Slack, Stripe, Orb, Notion, and Replit itself to get the job done, alongside social media management platforms for X, LinkedIn, and Reddit. You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.

Requirements

2+ years of social media support experience, across platforms including on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores
Experience with support platforms (Zendesk, Sprout Social), payment systems (Stripe, Orb), and ticketing workflows
Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
Strong written communication skills for public-facing social media interactions
Comfort operating with autonomy and ambiguity
Ability to maintain brand voice and tone all channels
Strong understanding of each social platform’s distinct audience and etiquette
Understanding of developer communities and technical terminology

Nice To Haves

Experience with community management or developer relations
Background in B2B SaaS customer success or support
Experience with AI tools (Claude, ChatGPT, etc.)
Experience with Replit

Responsibilities

Work directly with Replit customers via support tickets and social media accounts to solve account, billing, and product issues
Manage and respond to customer inquiries and community discussions on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores, with the possibility of expanding coverage to additional platforms as we grow
Monitor social media channels for product feedback, technical issues, and community sentiment
Manage escalations from social media channels and coordinate with appropriate internal teams to ensure timely resolution
Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
Work cross-functionally with marketing and community teams to align messaging across channels