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

Responsibilities

• 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

Requirements

• 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

Preferred

• 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

Benefits

• 💰 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 )