Social Media & SMS Support Specialist

About iRESTORE
iRESTORE is a fast-growing company dedicated to providing innovative solutions in the wellness and beauty space. At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. As we continue to expand, we are seeking a Social Media & SMS Support Specialist to join our team.

About The Position
We are looking for a proactive and customer-focused Social Media Specialist to join our marketing and customer engagement team. This role will primarily focus on managing social media interactions — including monitoring and responding to ad comments, handling direct messages (DMs), and driving engagement within our brand’s Facebook Groups. The ideal candidate is highly responsive, has excellent written communication skills, and is passionate about creating positive, meaningful connections with our online community..

Key Areas of Accountability:
Respond to customer inquiries, concerns, and requests via email/SMS promptly and professionally.
Craft clear, concise, and accurate responses that address customer needs while adhering to company guidelines.
Monitor and respond to comments on social media ads in a timely, professional, and brand-aligned manner
Reply to direct messages (DMs) across platforms such as Facebook, Instagram, and TikTok to address inquiries and provide accurate information
Manage and foster engagement within the company’s Facebook Groups, including approving posts, moderating discussions, and encouraging community interaction
Identify and escalate customer concerns or potential issues to the appropriate team for resolution
Track recurring questions, concerns, or feedback from users to help improve content and campaigns
Collaborate closely with the marketing, customer service, and content teams to ensure consistent brand messaging
Maintain a positive and empathetic tone while representing the brand online
Report on engagement metrics and provide insights to improve community interaction and response strategies

The ideal candidate has:
Minimum 3 years of experience in customer service, specifically handling calls, chat, and email.
Proven experience in a retention-focused or customer success role preferred.
Strong verbal and written communication skills.
Empathetic, patient, and solution-oriented approach.
Strong problem-solving skills and attention to detail
Previous experience in social media management, online community management, or customer support is an advantage
Ability to work independently in a fast-paced remote environment.
Willingness to work night shifts and on rotating weekends as needed.

Our Core Values and what we built our culture around :
WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions
PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions
WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals
OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency
CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table
PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture

Company Benefits:
Medical and dental benefits after 6 months of tenure
Paid Time Off (PTO) for all full-time tea ---------- mbers
High growth trajectory with quarterly/annual reviews
Quarterly Internet Reimbursement
Gy ---------- mbership credit – your physical and mental health is super important
Work from anywhere - this is a remote opportunity

To apply, please submit your application through our official careers page:
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Only applications submitted via our career website will be considered.