Customer Service (Social-First Customer Care Specialist)

Social Media | Customer Service | Community Manager | Global team | Remote | Portugal

BE PART OF OUR GLOBAL TEAM AND MAKE AN IMPACT HERE AT BRICKBRANDS!     

BrickBrands is in the business of providing 24/7 brand protection, positive brand sentiment and overall increased customer engagement in various languages and cultures.

BrickBrands is a fast-growing company offering a lot of opportunities and valuable learning experiences that open doors for talented individuals to be a part of our global team. We embrace and promote diversity and inclusivity, the first step in building better relationships and conversations. Thus BrickBrands is always on the lookout for self-starters with the passion to excel and to join us in our mission: Create opportunities for brands and communities to speak.

Summary of the Role

As a Social-First Customer Care Specialist, you will be the first point of contact for users across social channels (public comments and DMs) and email. You’ll support customers of a leading digital subscription-based product suite and help maintain a positive brand presence by responding to customer questions, resolving issues, and escalating when needed.

This role is ideal for someone who’s quick, calm under pressure, great with people, and comfortable supporting users with account access, subscriptions, billing, and product-related troubleshooting in a highly visible environment.

What You’ll Do

You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native.

Your responsibilities include:

• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly
• Supporting common customer service needs including:
  • Account and login support
  • Subscription, billing, refunds, and cancellations
  • Retention-style conversations (when appropriate)
  • Access, download, install, or “it’s not working” troubleshooting
• Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Here’s What You Will Need:

• A High School Diploma or equivalent
• 2+ years of experience in social care, community management, CX support, or digital customer service
• Strong verbal communication & writing skills (friendly, clear, and socially native)
• Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
• Calm under pressure and confident in high-visibility comment sections
• Organized, accountable, and consistent 
• Fluent in English both written and oral
• General knowledge and interest in various social media platforms  
• A good working home environment with a stable internet connection
• The ability to work an 8-hour shift on a rotating shift schedule

Nice to have:

• Near native Fluency in Portuguese, Spanish or French
• Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
• Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. 
• Experience supporting subscription-based or SaaS products
• Experience with moderation and customer engagement in high-volume social environments

The Perks BrickBrands Offers:

• 100% Remote position
• Continuous learning experience & career growth opportunities
• Offers competitive compensation based on location market rates
• A great opportunity to work with some of the world’s coolest and most innovative brands
• A welcoming environment where even your feedback and suggestions are all being taken into consideration
• Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds

Interested to work in social media that is focused on customer care, while working remotely from home with a global team? Send your CV in ENGLISH.