Social Media & Call Support Manager

Position Title: Social Media & Call Support Manager

Location: Remote / Global

Job Type: Part-Time (1–2 hours/day for SMM, plus flexible call-back time)

Reports To: Client Account Manager / Team Lead

Compensation: Hourly rate (based on experience)

At KNAK AI Solutions, we’re redefining customer experience by blending cutting-edge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering, we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.

We’re looking for visionaries, innovators, and problem-solvers to join our dynamic and growing team. If you're passionate about transforming customer experiences through technology and strategy, your search ends here.

Role Overview

The Social Media & Call Support Manager is responsible for managing client social media inboxes, responding to customer inquiries, handling order-related questions, following up on refund requests, and ensuring customer satisfaction through timely resolution and clear communication. This role blends social media engagement with light voice support and is essential to retaining customers through thoughtful, proactive service.

Key Responsibilities

Social Media Engagement & Support

• Monitor and respond to direct messages, comments, and inquiries across social media platforms
• Use approved messaging templates while adapting to tone and context
• Escalate complex or unresolved issues to the appropriate internal team
• Track patterns and flag frequently asked questions for content or process updates
  
  

Call-Backs & Order Support

• Conduct call-backs to follow up on unresolved refund issues or order concerns
• Communicate resolution steps clearly and empathetically
• Update internal tracking systems with outcomes of all call interactions
• Ensure every interaction leaves the customer with clarity and confidence
  
  

Documentation & Communication

• Keep daily records of interactions, including platform, inquiry type, resolution status
• Suggest process improvements and FAQs based on customer trends
  
  

What We're Looking For

• 1+ year of experience in customer support, social media engagement, or call-based roles
• Strong written and verbal communication in English
• A calm, professional phone presence and confident message delivery
• Ability to multitask across tools and platforms
• Comfortable working independently and managing follow-ups with minimal supervision
• Tech-savvy with basic familiarity with tools like Facebook/Instagram DM, Gmail, Google Sheets, etc.
  
  

Required: Portfolio Submission

Please include a link to your portfolio or samples of past ad creatives in your application. This should include examples of paid ads or social media content designed for conversions.

Applications without a portfolio will not be considered.

Bonus Qualifications

• Experience with e-commerce or order management
• Familiarity with refund or order resolution workflows
• Background in community management or support moderation
• Experience using CRM tools (e.g., Gorgias, Zendesk, Intercom)
  
  

Performance Expectations

• Timely response to all social messages during scheduled hours
• Call-backs handled within 24 hours of ticket assignment
• Clear, well-documented communication logs
• Customer retention focus: aim for resolution or recovery, not just closure
  
  

To Apply:

Submit your resume and a brief cover letter highlighting your experience and why you’re excited to join KNAK AI Solutions. Let’s elevate together!