Social Media Support Specialist

Location: NYC (SoHo), United States; hybrid schedule with an in-office requirement

Salary: $100,000–$145,000 base salary annually, plus equity

Company

An agentic software creation platform that helps people build applications using natural language and supports millions of users worldwide.

What you will do

• Resolve account, billing, product usage, and technical issues through support tickets and public social media channels.
• Manage customer inquiries and community discussions on X, LinkedIn, Reddit, and Apple and Google Play stores.
• Monitor social channels for product feedback, technical issues, and community sentiment.
• Manage escalations and coordinate with relevant internal teams to ensure timely resolution.
• Share user insights with Support, engineering, and Product teams.
• Work with marketing and community teams to align messaging across channels.

Requirements

• 4+ years of social media support experience across X, LinkedIn, Reddit, and Apple and Google Play stores.
• Experience with Zendesk, Sprout Social, payment systems such as Stripe and Orb, and ticketing workflows.
• Experience working efficiently in fast-paced, high-volume support environments with strict productivity metrics.
• Strong written communication skills for public-facing interactions and the ability to maintain brand voice across channels.
• Understanding of social platform audiences and etiquette, developer communities, and technical terminology.
• Ability to work autonomously and handle ambiguity and demanding users.

Nice to have

• Community management or developer relations experience.
• Background in B2B SaaS customer success or support.
• Experience with AI tools such as Claude or ChatGPT.
• Experience with Replit.

Culture & Benefits

• Full-time employment with competitive salary and equity.
• 401(k) program with a 4% match for US employees.
• Health, dental, vision, life, disability, parental, medical, and caregiver leave benefits.
• Flexible time off, holidays, monthly wellness stipend, and commuter benefits for in-office US employees.
• Autonomous work environment, in-office setup reimbursement, office amenities, and quarterly team gatherings.