Social CX & Retention Specialist
Mars Men
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Manage and respond to inbound tickets in Gorgias across email and social channels
- Handle cancellation requests (primary driver ~60% of volume) with a retention-first approach
- Respond to subscription questions (~20% of volume) by educating and setting expectations
- Engage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentiment
- Respond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trust
- Use and customize macros for efficiency while ensuring every response is humanized and contextual
- Apply accurate ticket tagging and categorization to support VOC reporting
- Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)
Requirements
- 2–5 years of experience in Customer Experience, Support, or Social Engagement
- Direct experience handling:
- Subscription cancellations
- Customer objections
- Public-facing complaints
- Experience with:
- Gorgias (required)
- Shopify or similar eCommerce platforms
- Social media platforms (FB, IG, YouTube, Reddit)
- Strong writing ability:
- Clear, concise, conversational
- Able to balance confidence + empathy
- Comfortable managing high-volume queues without losing quality
- Ability to work independently and make real-time decisions
- Strong judgment on:
- When to push for retention
- When to resolve
- When to escalate
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experiencecustomer supportsocial engagementsubscription cancellationsticket taggingVOC reportingwriting abilityreal-time decision makingpattern identification
Soft Skills
empathyconfidenceindependencejudgmentcommunicationproblem-solvingadaptabilityattention to detailtime management