CSSR (Customer Service Social Media Representative)

Role Summary

About Kitsch

Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers.

We're looking for a Customer Service Social Media Representative to join our Customer Experience Team. You'll be the friendly voice behind our social channels — answering comments and messages on Facebook, Instagram, TikTok, and more. You'll help customers find the right products and solve real problems, fast.

Location: Remote (Philippines)

Responsibilities

• Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels.
• Solve customer issues like shipping delays, product defects, missing packages, and payment problems.
• Recommend products based on what each customer actually needs.
• Escalate tricky issues to the right team and follow up until they're resolved.
• Team up with other social media and customer service reps to get customers the help they need.
• Learn our products, promotions, and policies inside and out.
• In your application, tell us what social media community management tools you've used. If you haven't used a specific tool, tell us which platforms you've worked on and what you did there.

Requirements

• 2-3 years of experience in social media community management.
• 2-3 years of experience in customer service.
• A track record of solving complex customer issues.
• Experience with social media management tools (like Emplifi, Agorapulse, or Hootsuite).
• Experience with customer service software and tools.
• A high school diploma or equivalent (a college degree is a plus).
• Background in beauty or retail is a plus.
• Experience with Shopify or connected apps is a plus.
• Empathy, strong communication skills, and a knack for problem-solving.
• Full-time, remote (Philippines)