Customer Experience Associate, Social Community

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🔥 37 minutes ago

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SoftService

WebsiteLinkedInAll Job Openings

51 - 200 employees

Software Development • Manufacturing • Healthcare

SoftService is a company that specializes in developing and providing software solutions tailored to meet various industry needs. The company caters to the manufacturing sector with solutions like control systems, embedded systems, IIoT, and image processing. SoftService also focuses on R&D engineering, involving CAD usage, product prototyping, and new product development. It extends its services to business and IT sectors by offering digital transformation support, e-commerce site development, B2C operations support, and networking solutions. Additionally, SoftService develops medical and caregiving software and provides in-hospital SE services. It is a trusted partner for both end-users and large enterprises, known for its advanced technical expertise and accumulated know-how, and holds international certifications such as ISO9001 and ISO27001.

📋 Description

• Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information • Handle refunds and replacements, conducting follow-ups whenever product inspections are needed • Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments) • Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction • Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns • Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection • Report weekly and monthly metrics to the Operations and Growth teams • Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice • Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences • Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response • Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional • Track social sentiment trends and surface recurring themes or concerns to the broader team • Maintain a consistent, on-brand voice across all social touchpoints

🎯 Requirements

• 2+ years of customer service experience, ideally in DTC or beauty/skincare • Genuine familiarity with Instagram, TikTok, and Reddit as platforms—you understand how each community communicates and what engagement looks like on each • Excellent written communication skills with a clear, courteous tone and the ability to empathize, adapt, and connect with people across different contexts • Comfort and confidence engaging in public-facing social environments on behalf of a brand • Exceptional attention to detail, pattern recognition, and organizational skills for managing high-volume inboxes and feeds • Ability to work autonomously and collaboratively in a fast-moving remote environment • Knowledge of and genuine interest in skincare—you don’t need to be an esthetician, but you should be someone who loves learning about it • Familiarity with the Soft Services brand, voice, and mission • Experience with Shopify and Gorgias is a plus

🏖️ Benefits

• Pay Range: $20–$30/hour depending on experience • $500 annual gift card for softservices.com