Customer Experience Associate, Social Community

SoftService

Part-Time Customer Experience & Social Community Associate for Soft Services. Delivering exceptional support and fostering meaningful connections with customers through various channels.

Posted 6/24/2026part-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $30 per hourWebsite

About the role

Key responsibilities & impact

Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information
Handle refunds and replacements, conducting follow-ups whenever product inspections are needed
Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments)
Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction
Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns
Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection
Report weekly and monthly metrics to the Operations and Growth teams
Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice
Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences
Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response
Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional
Track social sentiment trends and surface recurring themes or concerns to the broader team
Maintain a consistent, on-brand voice across all social touchpoints

Requirements

What you’ll need

2+ years of customer service experience, ideally in DTC or beauty/skincare
Genuine familiarity with Instagram, TikTok, and Reddit as platforms—you understand how each community communicates and what engagement looks like on each
Excellent written communication skills with a clear, courteous tone and the ability to empathize, adapt, and connect with people across different contexts
Comfort and confidence engaging in public-facing social environments on behalf of a brand
Exceptional attention to detail, pattern recognition, and organizational skills for managing high-volume inboxes and feeds
Ability to work autonomously and collaboratively in a fast-moving remote environment
Knowledge of and genuine interest in skincare—you don’t need to be an esthetician, but you should be someone who loves learning about it
Familiarity with the Soft Services brand, voice, and mission
Experience with Shopify and Gorgias is a plus

Benefits

Comp & perks

Pay Range: $20–$30/hour depending on experience
$500 annual gift card for softservices.com

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesocial media engagementpattern recognitionwritten communicationorder managementfeedback analysiscommunity engagementmetrics reportingproduct knowledgecontent creation

Soft Skills

empathyadaptabilityattention to detailorganizational skillscollaborationautonomyrelationship buildingauthenticitycourteous communicationpublic-facing engagement