Social Media Support Specialist (NYC, Weekend Shift, Sunday to Thursday)
NYC (SoHo) • FullTime
Posted 2d ago
About the job
Replit is seeking a Social Media Support Specialist to manage their social media presence and community interactions while assisting developers with technical issues, billing inquiries, and product usage questions. This role involves acting as a liaison between the community and Replit's engineering and product teams, bubbling up important feedback and areas for improvement. The specialist will engage with developers across various platforms, ensuring they have the support needed to bring their ideas to life and contribute to Replit's mission of democratizing software development.
Responsibilities
- Assist Replit customers with account, billing, and product issues via support tickets and social media.
- Manage and respond to customer inquiries and community discussions on platforms like X (Twitter), LinkedIn, and Reddit.
- Monitor social media channels for product feedback, technical issues, and community sentiment.
- Manage escalations from social media and coordinate with internal teams for resolution.
- Collaborate with the Support team to communicate user insights to the rest of Replit.
- Work with marketing and community teams to align messaging across channels.
Requirements
- 4+ years of social media support experience across platforms including X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores.
- Experience with support platforms (Zendesk, Sprout Social) and payment systems (Stripe, Orb).
- Proven ability to work efficiently in fast-paced, high-volume support environments.
- Strong written communication skills for public-facing 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)