CX-Social Agent

About Javvy Coffee
Javvy Coffee is a fast-growing DTC brand committed to delivering exceptional coffee experiences. Our mission is to upgrade daily coffee routines with ultra-convenient, better-for-you products that don’t compromise on flavor. From our signature concentrates to innovative, functional add-ons, we believe in making great coffee effortless.
We’re looking for people who are passionate about creating memorable customer experiences and who thrive in a fast-paced, supportive team environment. If you care deeply about people, quality, and thoughtful problem-solving—you’ll fit right in.

About the Role
The Customer Experience Social Agent is responsible for managing and responding to customer interactions across Javvy’s social media channels. This role sits at the intersection of customer support and brand voice, ensuring that every public-facing interaction reflects Javvy’s tone while delivering clear, helpful support.
You’ll engage with customers in comments, direct messages, and tagged content across platforms like Instagram, Facebook, and TikTok. This includes moderating conversations, responding to questions, de-escalating concerns, and identifying ---------- nts that require escalation or deeper CX support.
This role is ideal for someone who is quick-thinking, detail-oriented, and confident communicating in a public, brand-facing environment.

Key Responsibilities
Social Engagement: Monitor and respond to comments, DMs, and tagged content across social platforms in a timely and on-brand manner.
Moderation: Review and manage user-generated content, ensuring comments align with community guidelines and escalating when needed.
Brand Voice: Deliver responses that reflect Javvy’s tone, balancing personality with clarity and professionalism.
Customer Support: Provide accurate guidance on orders, products, and subscriptions, or route customers to appropriate support channels when needed.
Escalation Management: Identify sensitive or high-risk interactions and escalate to the appropriate CX or leadership channels.
Platform Management: Work within social tools such as Nectar or Sprout Social to track, manage, and respond to conversations efficiently.
Trend Spotting: Surface recurring customer questions, sentiment trends, or emerging issues to the broader CX and VOC teams.
Cross-Team Collaboration: Partner with CX, marketing, and paid social teams to ensure alignment on messaging, campaigns, and customer feedback.

What We’re Looking For
Experience in customer support and/or social media moderation, preferably in a DTC or ecommerce environment
Strong written communication skills with the ability to adapt tone for public-facing responses
Experience engaging with customers on platforms such as Instagram, Facebook, and TikTok
Familiarity with social management tools like Nectar, Sprout Social, or similar platforms
Ability to think quickly and respond thoughtfully in a fast-paced, high-visibility environment
Strong judgment when handling sensitive or escalated interactions
Detail-oriented with a strong sense of accountability and ownership
A team-first mindset with a proactive approach to problem-solving

+++ Important: this is not the same as our previously posted CX Agent role! This position is specifically focused on SOCIAL MEDIA support, engagement, and moderation, with different day-to-day responsibilities and requirements.+++