Social Media Coordinator

About the Company

Our client is a fast-growing direct-to-consumer beverage brand with a customer base that spans the US, UK, Australia, and New Zealand. Social media is core to how people experience the brand day to day, and the company is building out the team that keeps those conversations feeling human.

This is a full-time role. It's remote, comes with paid time off, and includes a product allowance for US-based staff (the exact amount is still being finalized). Additional benefits details are being confirmed by the client team and will be shared before offer stage.

Role Overview

This is a remote (US) Social Media Coordinator role, West Coast or Mountain Time strongly preferred. This role sits at the intersection of customer experience and marketing. Social media reports up through marketing, but day to day, this job is CX first: this person makes sure every comment, DM, and ticket gets a real, on-brand response, and that anything bigger gets to the right team fast.

The client currently has social coverage gaps during UK, New Zealand, and Australia hours, which is why someone based on the West Coast or in Mountain Time is needed. Ideal start time is around 10am Pacific, which lines up with the end of the Australia-based manager's day and gives 2 to 3 hours of direct overlap.

Responsibilities

• Customer response: Reply to comments, DMs, and support tickets across social and CX channels in a voice that sounds like a person, not a script.
• Issue escalation: Recognize when a customer issue is bigger than a quick reply and get it to CX or ops before it becomes a problem.
• Insight surfacing: Spot patterns in what customers are saying and feed those signals back to marketing and ops so they can act on them.
• Coverage ownership: Own social and customer response during West Coast hours, with the day built to overlap the Australia-based team lead.
• Cross-team coordination: Work closely with CX and marketing day to day so customer feedback actually goes somewhere.
• Voice and tone: Keep every public reply casual, authentic, and clearly written by a person, never generic or AI-sounding.

Who They're Looking For

• Real customer service experience, knowing what it's like to sit in a ticket queue and handle it with patience.
• Has done this long enough to not be brand new to it. Internship-level experience is the floor, not the ceiling.
• Writes in a genuinely casual, brand-appropriate voice online, with people able to tell there's a real person behind it.
• Comfortable escalating sensitive issues without losing the thread on everything else being handled.
• Based on the US West Coast or in Mountain Time and can start the day around 10am Pacific.
• Has used tools like Meta and Shopify or something similar. No specific platform is required, training is provided on the rest.

This role is ideal for someone who treats every customer reply as a chance to build the brand, not just close a ticket.