Customer Service Specialist (Facebook Community Manager)

Job Title: Remote Customer Service Representative (with Facebook Community Management) Job Type: Full-Time | Independent Contractor Schedule: 6 days/week, 9AM-6PM PST About the Role: A friendly, detail-oriented Customer Service Representative is needed to support a growing U.S.-based import and trading company that sells consumer products online. This role focuses on responding to customer inquiries, managing subscriptions and customer accounts, and maintaining an active, positive Facebook community for the brand. The ideal candidate is service-minded and organized, and communicates clearly and warmly in writing. They should be able to resolve customer concerns quickly and accurately, keep account records clean, and engage the brand’s Facebook community in a way that builds trust and loyalty. Key Responsibilities: Customer Support (Email, Chat & Messages) Respond to customer emails, social media chats, and direct messages promptly and professionally Answer questions about products, orders, shipping, and returns Handle complaints and escalations with empathy, and find a resolution Maintain fast response times and a consistent brand voice across channels Subscription & Customer Account Management Process subscription requests, including sign-ups, pauses, skips, changes, and cancellations Update customer account details such as addresses, payment issues, and order changes Process refunds, replacements, and billing adjustments accurately Keep customer records organized an