Social Media Support Specialist (FC, Weekend Shift, Sunday to Thursday)
Foster City, CA • FullTime
Posted 2d ago
About the job
Replit is seeking a Social Media Support Specialist to join their team. This role is at the forefront of assisting developers with their creations while managing the company's social media presence and community interactions. You will help address complex technical issues, billing inquiries, account management, and product usage questions across various platforms like X (Twitter), LinkedIn, Reddit, and app stores. You will also be responsible for escalating important feedback and issues to the engineering and Product teams, acting as a key voice in community engagement. This position is part of a global support team dedicated to ensuring developers worldwide receive the assistance they need.
Responsibilities
- Work directly with customers via support tickets and social media to resolve account, billing, and product issues.
- Manage and respond to customer inquiries and community discussions on X (Twitter), LinkedIn, Reddit, and app stores.
- Monitor social media channels for product feedback, technical issues, and community sentiment.
- Manage escalations from social media and coordinate with internal teams for timely resolution.
- Collaborate with the Support team to communicate user insights to the rest of Replit.
- Work cross-functionally with marketing and community teams to align messaging.
Requirements
- 4+ years of social media support experience across platforms including X (Twitter), LinkedIn, Reddit, and app 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 across all channels.
- Strong understanding of each social platform’s distinct audience and etiquette.
- Understanding of developer communities and technical terminology.
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match (US Only)
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Flexible Time Off (FTO) + Holidays
- Commuter Benefits (In-Office & US Only)
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement (In-Office Only)
- Quarterly Team Gatherings
- In Office Amenities (In-Office Only)