Customer Service Specialist (Facebook Community Manager)

Job Title: Remote Customer Service Representative (with Facebook Community Management) Job Type: Full-Time | Independent Contractor Schedule: 6 days/week, 9AM-6PM PST

About the Role: A friendly, detail-oriented Customer Service Representative is needed to support a growing U.S.-based import and trading company that sells consumer products online. This role focuses on responding to customer inquiries, managing subscriptions and customer accounts, and maintaining an active, positive Facebook community for the brand.

The ideal candidate is service-minded and organized, and communicates clearly and warmly in writing. They should be able to resolve customer concerns quickly and accurately, keep account records clean, and engage the brand’s Facebook community in a way that builds trust and loyalty.

Key Responsibilities:

Customer Support (Email, Chat & Messages)

• Respond to customer emails, social media chats, and direct messages promptly and professionally
• Answer questions about products, orders, shipping, and returns
• Handle complaints and escalations with empathy, and find a resolution
• Maintain fast response times and a consistent brand voice across channels

Subscription & Customer Account Management

• Process subscription requests, including sign-ups, pauses, skips, changes, and cancellations
• Update customer account details such as addresses, payment issues, and order changes
• Process refunds, replacements, and billing adjustments accurately
• Keep customer records organized and up to date

Facebook Community Management

• Monitor and respond to comments, posts, and messages in the brand’s Facebook community
• Encourage member engagement and keep discussions positive and on-brand
• Moderate the community by removing spam and handling negative comments professionally
• Share recurring customer feedback and questions with the team

Reporting & Process Support

• Track common customer issues, inquiries, and trends
• Flag recurring problems with products, orders, or shipping to the team
• Help improve support templates, FAQs, and internal processes

Qualifications & Ideal Traits:

Must-Have

• Previous experience in customer service or customer support, preferably for an e-commerce or online brand

• Experience managing customer accounts, orders, or subscriptions

• Experience managing or moderating a Facebook group or online community

• Excellent written English communication skills

• Strong attention to detail and organization

• Ability to work independently and manage multiple conversations at once

• Availability to work full-time, 6 days a week

Preferred

• Experience with e-commerce, subscription, or product-based brands

• Familiarity with helpdesk or subscription tools such as Shopify, Recharge, Gorgias, or Zendesk

• Comfort using Meta Business Suite

Working Environment:

• Fully remote role
• Fast-paced e-commerce environment
• Direct impact on customer satisfaction and brand loyalty
• High level of autonomy and ownership
• Collaborative support for a growing product brand
• Potential for long-term growth as the business expands