BrickBrands

Community Manager – Social-First Customer Care Specialist

BrickBrands

full-time

Posted on:

Location Type: Remote

Location: Mexico

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About the role

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

Requirements

  • 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 Spanish, Portuguese 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRMsocial carecommunity managementdigital customer servicebilling supportsubscription managementtroubleshootingtechnical triagemoderationcustomer engagement
Soft Skills
verbal communicationwriting skillscalm under pressureorganizedaccountableconsistentempatheticcontext awarenessstrong judgmentdecision-making
Certifications
High School Diploma or equivalent