Sobre

• Company Description
• Social Media | Customer Service | Community Manager | Global team | Remote | Brazil
• BE PART OF OUR GLOBAL TEAM AND MAKE AN IMPACT HERE AT BRICKBRANDS!
• BrickBrands is in the business of providing 24/7 brand protection, positive brand sentiment and overall increased customer engagement in various languages and cultures.
• BrickBrands is a fast-growing company offering a lot of opportunities and valuable learning experiences that open doors for talented individuals to be a part of our global team. We embrace and promote diversity and inclusivity, the first step in building better relationships and conversations. Thus BrickBrands is always on the lookout for self-starters with the passion to excel and to join us in our mission: Create opportunities for brands and communities to speak.
• Job Description
• Summary of the Role
• As a Social-First Customer Care Specialist, you will be the first point of contact for users across social channels (public comments and DMs) and email. You’ll support customers of a leading digital subscription-based product suite and help maintain a positive brand presence by responding to customer questions, resolving issues, and escalating when needed.
• This role is ideal for someone who’s quick, calm under pressure, great with people, and comfortable supporting users with account access, subscriptions, billing, and product-related troubleshooting in a highly visible environment.
• What You’ll Do

• You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native.

Your responsibilities include

• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly

Supporting common customer service needs including

• Account and login support
• Subscription, billing, refunds, and cancellations
• Retention-style conversations (when appropriate)
• Access, download, install, or “it’s not working” troubleshooting
• Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)
• Qualifications

Here’s What You Will Need

• A High School Diploma or equivalent
• 2+ years of experience in social care, community management, CX support, or digital customer service
• Strong verbal communication & writing skills (friendly, clear, and socially native)
• Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
• Calm under pressure and confident in high-visibility comment sections
• Organized, accountable, and consistent
• Fluent in English both written and oral
• General knowledge and interest in various social media platforms
• A good working home environment with a stable internet connection
• The ability to work an 8-hour shift on a rotating shift schedule

Nice to have

• Near native Fluency in Portuguese, Spanish or French
• Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
• Experience working within a CRM, or social tools such as Sprout, Sprinklr etc.
• Experience supporting subscription-based or SaaS products
• Experience with moderation and customer engagement in high-volume social environments
• Additional Information

The Perks BrickBrands Offers

• 100% Remote position
• Continuous learning experience & career growth opportunities
• Offers competitive compensation based on location market rates
• A great opportunity to work with some of the world’s coolest and most innovative brands
• A welcoming environment where even your feedback and suggestions are all being taken into consideration
• Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds
• Interested to work in social media that is focused on customer care, while working remotely from home with a global team? Send your CV in ENGLISH.