US Tech Solutions · 1 week ago
Social Media Customer Support Executive
San Bruno, CA
Full-time
Hybrid
Senior Level
$80/hr - $97/hr
5+ years expUS Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. The Social Media Customer Support Executive will join an Escalations Management team to handle high-sensitivity customer and creator escalations, focusing on triaging and managing escalations through effective communication and collaboration.
Information Technology
Responsibilities
Monitor shared team in boxes and aliases with senior-level visibility
Triage, prioritize, and route inbound escalations from multiple internal and social support sources
Track cases against defined SLAs and operating schedules
Draft clear, empathetic, and professional email communications for sensitive issues
Handle high-impact escalations requiring customized responses (no scripted replies)
Ensure accuracy, tone, and judgment in all external communications
Execute daily support operations during assigned shifts with speed and precision
Ensure timely acknowledgment, assignment, and progression of escalations
Maintain operational discipline in a high-volume, high-visibility environment
Act as a central point of coordination across multiple internal support and operations teams
Consult with stakeholders to align on next steps and final resolutions
Support an incident-management-style workflow without directly resolving technical issues
Navigate ambiguity using documented knowledge bases and escalation paths
Apply curiosity and structured thinking to novel or unprecedented cases
Escalate appropriately and collaborate closely with leadership when required
Qualification
Required
5–8 years of experience in Customer Support, Social Media Support, or Escalation Management
5–8 years of experience in high-touch, non-scalable support environments
Strong written communication skills, particularly email-based communication
Experience handling sensitive, high-visibility customer escalations
Proven operational mindset with experience managing SLAs, queues, and workflows
Ability to work cross-functionally with multiple internal teams
Comfortable working in a shift-based, hybrid environment
Bachelor's degree
Company
US Tech Solutions
US Tech Solutions counted among the largest yet the fastest growing staffing firm; all achieved organically.
1001-5000 employees
H1B Sponsorship
US Tech Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (9)
2023 (13)
2022 (24)
2021 (18)
2020 (14)
Funding
Current Stage
Late StageLeadership Team
Manoj Agarwal
Chief Executive Officer
Recent News
Kelly Services, Inc.
2025-05-17
GlobeNewswire News Room
2024-12-13
Company data provided by crunchbase