Social Experience Analyst
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Hyderabad • India
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About the role
- Monitor and engage with customer posts across social media platforms
- Respond to business and technical support queries and escalate complex issues
- Manage executive-level escalations and service service disruption communication
- Publish updates and responses during incidents or crises
- Capture and route customer/product feedback to internal stakeholders
- Tag and triage social posts using internal tools and workflows
- Collaborate with Support, Engineering, Comms, and Product teams for resolution
Requirements
- 1–3 years in social care, customer support, or digital engagement
- Strong written communication and problem-solving skills
- Customer-first approach with the ability to stay calm under pressure
- Familiarity with social platforms (X/Twitter, Facebook, Instagram, Bluesky, LinkedIn)
- Basic knowledge of the Salesforce ecosystem and CRM tools
- Experience with tools like Sprout Social, Khoros, or similar
Benefits
- Flexibility to support during high-impact events, outages, or executive escalations is required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportdigital engagementproblem-solvingsocial media monitoringincident communicationfeedback routing
Soft Skills
strong written communicationcustomer-first approachcalm under pressure