Social Media Support Specialist (NYC, Weekend Shift, Sunday to Thursday)

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. ROLE SUMMARY As a Social Media Support Specialist, you are at the forefront of helping developers create while managing our social media presence and community interactions. You'll assist developers with complex technical issues, billing inquiries, account management, and product usage questions across multiple channels including X (Twitter), LinkedIn, Reddit, Apple/Google Play stores, and other relevant platforms. You will help bubble up what is important to Replit's engineering and Product teams, and what needs improvement to your own team, while also serving as a key voice in our social media community engagement. We use tools like Zendesk, Sprout Social, Linear, Slack, Stripe, Orb, Notion, and Replit itself to get the job done, alongside social media management platforms for X, LinkedIn, and Reddit. You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life. IN THIS ROLE YOU WILL… - Work directly with Replit customers via support tickets and social media accounts to solve account, billing, and product issues - Manage and respond to customer inquiries and community discussions on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores, with the possibility of expanding coverage to additional platforms as we grow - Monitor social media channels for product feedback, technical issues, and community sentiment - Manage escalations from social media channels and coordinate with appropriate internal teams to ensure timely resolution - Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit - Work cross-functionally with marketing and community teams to align messaging across channels REQUIRED SKILLS AND EXPERIENCE: - 4+ years of social media support experience, across platforms including on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores - Experience with support platforms (Zendesk, Sprout Social), payment systems (Stripe, Orb), and ticketing workflows - Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics. - Strong written communication skills for public-facing social media interactions - Comfort operating with autonomy and ambiguity - Ability to maintain brand voice and tone all channels - Strong understanding of each social platform’s distinct audience and etiquette - Understanding of developer communities and technical terminology NICE TO HAVE: - Experience with community management or developer relations - Background in B2B SaaS customer success or support - Experience with AI tools (Claude, ChatGPT, etc.) - Experience with Replit TOOLS + TECH STACK FOR THIS ROLE - Zendesk - Stripe - Slack - Orb - Linear - Sprout Social - Notion - Replit THIS ROLE MAY NOT BE A FIT IF - You prefer predetermined static processes - You need all information laid out - You struggle with demanding users - You are uncomfortable representing the companies voice publicly This is a full-time role that can be held from our NYC office. The role has an in-office requirement of a hybrid schedule. Full-Time Employee Benefits Include: 💰 Competitive Salary & Equity 💹 401(k) Program with a 4% match (US Only) ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚼 Paid Parental, Medical, Caregiver Leave 🏝 Flexible Time Off (FTO) + Holidays 🚗 Commuter Benefits (In-Office & US Only) 📱 Monthly Wellness Stipend 🧑‍💻 Autonomous Work Environment 🖥 In Office Set-Up Reimbursement (In-Office Only) 🚀 Quarterly Team Gatherings ☕ In Office Amenities (In-Office Only) Want to learn more about what we are up to? - Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y - Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY - Replit Blog https://blog.replit.com/ - Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi Interviewing + Culture at Replit - Operating Principles https://blog.replit.com/operating-principles - Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.