Job Description
About Kitsch
Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers.
The Role
We’re looking for a Customer Service Social Media Representative to join our Customer Experience Team. You’ll be the friendly voice behind our social channels — answering comments and messages on Facebook, Instagram, TikTok, and more. You’ll help customers find the right products and solve real problems, fast.
Location: Remote (Philippines)
What You’ll Do
- Respond to customer messages and comments on Facebook, Instagram, TikTok, and other social channels.
- Solve customer issues like shipping delays, product defects, missing packages, and payment problems.
- Recommend products based on what each customer actually needs.
- Escalate tricky issues to the right team and follow up until they’re resolved.
- Team up with other social media and customer service reps to get customers the help they need.
- Learn our products, promotions, and policies inside and out.
- In your application, tell us what social media community management tools you’ve used. If you haven’t used a specific tool, tell us which platforms you’ve worked on and what you did there.
What You Bring
- 2-3 years of experience in social media community management.
- 2-3 years of experience in customer service.
- A track record of solving complex customer issues.
- Experience with social media management tools (like Emplifi, Agorapulse, or Hootsuite).
- Experience with customer service software and tools.
- A high school diploma or equivalent (a college degree is a plus).
- Background in beauty or retail is a plus.
- Experience with Shopify or connected apps is a plus.
- Empathy, strong communication skills, and a knack for problem-solving.
Full-time, remote (Philippines)