Customer Support Executive-Social Media Escalations Location:

Customer Support Executive – Social Media Escalations

Location:

Amar Tech Park, Block B, 4th floor, Balewadi, Pune, India, 411045

Who We Are:

Founded in 2015 and headquartered in Pune, Frido is a leading ergonomic comfort and

wellness brand dedicated to helping people walk, sit, and sleep better. Starting with

mobility aids, Frido has evolved into a holistic comfort brand offering footwear, cushions,

pillows, and ergonomic accessories designed to enhance everyday well-being. With

innovation at its core, Frido blends science, design, and technology to create products that

bring comfort to every step and moment of life.

Our Vision - Redefining Comfort for Modern Living

Job Summary:

We are seeking an enthusiastic and customer-focused Social Media Customer Support

Representative to join our team. In this role, you will be responsible for engaging with

customers across various social media platforms, addressing inquiries, resolving issues,

and ensuring customer satisfaction. You will act as the voice of the brand, maintaining a

professional and empathetic tone in all interactions while providing timely and accurate

assistance.

Key Responsibilities:

1. Customer Engagement:

o Respond promptly to customer queries and comments on social media

platforms, including but not limited to Facebook, Twitter, Instagram,

LinkedIn, and YouTube.

o Engage in meaningful conversations with customers to build strong brand

loyalty.

2. Issue Resolution:

o Address customer complaints, resolve issues, and escalate complex cases

to the appropriate teams when necessary.

o Follow up with customers to ensure their concerns are fully resolved.

3. Monitoring:

o Monitor social media channels for mentions of the brand, customer

feedback, and emerging issues.

4. Content Collaboration:

o Work closely with the marketing team to maintain a consistent tone and

voice across all communications.

o Share insights on trending topics or recurring questions to inform content

strategies.

5. Knowledge Management:

o Maintain up-to-date knowledge of company products, services, and policies

to provide accurate assistance.

o Update FAQs and canned responses to reflect the latest information.

6. Crisis Management:

o Handle high-pressure situations involving negative feedback or brand

reputation threats with professionalism and tact.

o Collaborate with the PR and customer support teams to manage crises

effectively.

Qualifications:

• Education:

o Bachelor’s degree in Communication, Marketing, Business Administration, or

a related field.

• Experience:

o 3-4 years of experience in social media management – strictly customer

support, or a related role. Comfortable calling customers proactively.

o Experience using social media management tools (e.g., Sprout Social,

Hootsuite, Simplify 360, etc.).

• Skills:

o Exceptional written communication skills with a focus on grammar, tone, and

clarity.

o Strong problem-solving abilities and the capacity to think on your feet.

o Familiarity with social media platforms and their best practices.

o Empathy, patience, and a customer-first attitude.

Preferred Skills:

• Proficiency in analytics tools to measure customer sentiment and engagement

metrics.

• Experience with CRM or helpdesk software (e.g., Salesforce, Simplify 360).

• Knowledge of brand reputation management and crisis response strategies.

Working Hours:

• Flexible schedule, including weekends and holidays, as required by the business

and social media activity.

Key Performance Indicators (KPIs):

• Average response time.

• Resolution rate and time.

• Customer satisfaction (CSAT) scores.

• Engagement rate on social media platforms.

Nice to Have:

• Exposure to hiring across business.

• Experience coordinating with founders or senior leadership