Customer Service Specialist (Facebook Community Manager)

• Job Title: Remote Customer Service Representative (with Facebook Community Management)
• Job Type: Full-Time | Independent Contractor
• Schedule: 6 days/week, 9AM-6PM PST

• About the Role:
• A friendly, detail-oriented Customer Service Representative is needed to support a growing U.S.-based import and trading company that sells consumer products online. This role focuses on responding to customer inquiries, managing subscriptions and customer accounts, and maintaining an active, positive Facebook community for the brand.

The ideal candidate is service-minded and organized, and communicates clearly and warmly in writing. They should be able to resolve customer concerns quickly and accurately, keep account records clean, and engage the brand’s Facebook community in a way that builds trust and loyalty.

Key Responsibilities:

Customer Support (Email, Chat & Messages)

Respond to customer emails, social media chats, and direct messages promptly and professionally

Answer questions about products, orders, shipping, and returns

Handle complaints and escalations with empathy, and find a resolution

Maintain fast response times and a consistent brand voice across channels

Subscription & Customer Account Management

Process subscription requests, including sign-ups, pauses, skips, changes, and cancellations

Update customer account details such as addresses, payment issues, and order changes

Process refunds, replacements, and billing adjustments accurately

Keep customer records organized and up to date

Facebook Community Management

Monitor and respond to comments, posts, and messages in the brand’s Facebook community

Encourage member engagement and keep discussions positive and on-brand

Moderate the community by removing spam and handling negative comments professionally

Share recurring customer feedback and questions with the team

Reporting & Process Support

Track common customer issues, inquiries, and trends

Flag recurring problems with products, orders, or shipping to the team

Help improve support templates, FAQs, and internal processes

Qualifications & Ideal Traits:

Must-Have

Previous experience in customer service or customer support, preferably for an e-commerce or online brand

Experience managing customer accounts, orders, or subscriptions

Experience managing or moderating a Facebook group or online community

Excellent written English communication skills

Strong attention to detail and organization

Ability to work independently and manage multiple conversations at once

Availability to work full-time, 6 days a week

Preferred

Experience with e-commerce, subscription, or product-based brands

Familiarity with helpdesk or subscription tools such as Shopify, Recharge, Gorgias, or Zendesk

Comfort using Meta Business Suite

Working Environment:

Fully remote role

Fast-paced e-commerce environment

Direct impact on customer satisfaction and brand loyalty

High level of autonomy and ownership

Collaborative support for a growing product brand

Potential for long-term growth as the business expands