Handles customer inquiries, complaints, and feedback across brand social media channels with speed and empathy. Responds to comments, DMs, and mentions on platforms including Facebook, Instagram, Twitter, and LinkedIn. Resolves customer issues by coordinating with internal support, operations, and product teams. Maintains a professional and empathetic brand tone in all public and private social media interactions. Documents customer complaints and recurring issues to feed insights to the product and CX team. Manages high-volume social media interactions during sales events, product launches, and PR crises. Tracks response times, resolution rates, and customer satisfaction scores from social interactions. Identifies escalating complaints that require management attention or media handling. Proactively monitors brand mentions and hashtags to catch customer issues before they escalate. Contributes to building a social media customer service knowledge base and FAQ resources. Reports weekly social customer service metrics and customer sentiment insights to the team.