Social Media & Customer Support Coordinator

About Us
Vortex Hair Care is a fast-growing eCommerce brand dedicated to delivering exceptional products and customer experiences. We’re looking for a highly organized and detail-oriented Support and Social Media Coordinator to bridge our customer support and social media efforts, ensuring smooth operations and strong brand engagement.

Work times are extremely flexible!

Customer Support Assistance (Part time):
Follow up on unresolved customer support tickets in Gorgias to ensure timely resolutions (e.g., replacements, refunds, or additional inquiries).

Monitor and maintain customer satisfaction by ensuring all tickets are responded to within 48 hours.
Communicate with the fulfillment team to resolve shipping or product issues.
Track recurring issues and escalate them for process improvements.
Use tools like Gorgias to create follow-up systems and workflows.

Social Media Moderation (Part Time):
Monitor social media platforms (Facebook, Instagram, ) to ensure a clean and professional comment section on ads and posts.
Respond promptly to customer concerns on social media, escalating unresolved issues to customer support when necessary.
Remove or report inappropriate or spam comments to maintain a positive brand presence.
Collaborate with the Social Media Manager to ensure consistent brand messaging.

Task Management and Reporting:
Use Trello (or a similar tool) to track follow-ups, task assignments, and workflow completion.