As a Social Media Support Specialist, you will be at the forefront of helping developers create while managing our social media presence and community interactions. You'll assist developers with complex technical issues, billing inquiries, account management, and product usage questions across multiple channels. You will help bubble up what is important to Replit's engineering and Product teams, and what needs improvement to your own team, while also serving as a key voice in our social media community engagement.
You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.
In this role, you will:
- Work directly with Replit customers via support tickets and social media accounts to solve account, billing, and product issues
- Manage and respond to customer inquiries and community discussions on Twitter, LinkedIn, Reddit, and Apple/Google Play stores, with the possibility of expanding coverage to additional platforms as we grow
- Monitor social media channels for product feedback, technical issues, and community sentiment
- Manage escalations from social media channels and coordinate with appropriate internal teams to ensure timely resolution
- Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
- Work cross-functionally with marketing and community teams to align messaging across channels
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