Social Media - Customer Support Executive

Job Title: Social Media Customer Support Executive

Department: Customer Service

Reports To: Assistant Manager Customer Service

Location: Pune

Employment Type: Full-Time

About the Role:

Frido is looking for a Social Media Customer Support Executive to manage customer interactions across social media platforms - comments, DMs, and reviews - while also handling outbound/inbound calling as part of the role. The candidate will be responsible for maintaining a fast, on-brand, and helpful presence across all social channels, ensuring quick resolution of customer queries and complaints.

Key Responsibilities:

• Monitor and respond to customer comments and DMs across Instagram, Facebook, and other social platforms in real time.
• Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media.
• Make and receive calls to customers (mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations.
• Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed.
• Maintain First Response Time (FRT) under 1 minute on all comments and DMs.
• De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image.
• Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately.
• Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system.
• Support proactive engagement - replying to positive comments, tagging opportunities, and community engagement as guided by the marketing team.
• Maintain consistency in tone and messaging aligned with Frido's brand voice across all platforms.
• Meet targets on FRT, resolution rate, and customer satisfaction (CSAT).

Required Skills & Qualifications:

• Graduate in any discipline.
• Minimum 2 years of experience in social media comment/DM handling and customer support (voice + non-voice combined experience required).
• Strong written communication - clear, quick, and on-brand.
• Confident and clear verbal communication for calling (mandatory requirement - not optional for this role).
• Comfortable multitasking across comments, DMs, and calls simultaneously.
• Familiarity with social media platforms (Instagram, Facebook) and social/CRM tools (e.g., Freshdesk, Zoho, Sprinklr, or similar) preferred.
• Ability to stay calm and professional while handling public-facing negative comments/complaints.
• Willingness to work rotational shifts and rotational week offs, 6 days of work week.

Key Performance Indicators (KPIs)

• First Response Time (FRT): Below 1 minute
• Resolution Rate (Comments/DMs/Calls)
• Customer Satisfaction Score (CSAT)
• Call Handling - outbound targets met
• Negative comment/complaint escalation and turnaround time
• Brand tone/voice adherence score

Working Conditions

• Rotational shifts (to cover extended social media monitoring hours).
• Rotational week offs; 6 - day work week.
• Calling is a mandatory part of the role, in addition to comment/DM handling.

Interested candidates can send their resumes at raksha.p@myfrido.com