Social Media Customer Support Representative

Who We Are

Feelmax is an innovative, fast-growing Indian D2C sleep and wellness brand dedicated to helping people rest, recover, and sleep better. From high-performance ergonomic mattresses and orthopedic sleep solutions to memory foam pillows, toppers, and comfort accessories, Feelmax blends sleep science, premium materials, and modern design to transform everyday recovery.

Our Vision – Redefining Sleep & Comfort for Modern Living

Job Summary

We are seeking an enthusiastic and customer-focused Social Media Customer Support Representative to join our team. In this role, you will be responsible for engaging with customers across various social media platforms, addressing inquiries regarding our mattresses and sleep products, resolving concerns, and ensuring high customer satisfaction. You will act as the voice of Feelmax, maintaining an empathetic, warm, and professional tone in all interactions while providing timely and accurate assistance.

Key Responsibilities

1. Customer Engagement

• Respond promptly to customer queries, DMs, and comments on social media platforms, including Instagram, Facebook, Twitter (X), LinkedIn, and YouTube.

• Engage in meaningful conversations with prospective and existing buyers to guide their purchasing decisions and build strong brand loyalty.

2. Issue Resolution

• Address customer concerns related to mattress firmness, order tracking, trials, warranties, and delivery schedules.

• Resolve complaints promptly and escalate complex logistics or product cases to internal teams when necessary.

• Follow up proactively with customers to ensure their concerns are fully addressed and they are satisfied with their sleep experience.

3. Monitoring & Listening

• Monitor social media channels for brand mentions, un-tagged feedback, user reviews, and emerging customer trends or product queries.

4. Content Collaboration

• Work closely with the marketing and creative teams to maintain a consistent brand tone and voice across all customer touchpoints.

• Share insights on recurring customer questions (e.g., mattress firmness options, back support features, trial period terms) to help shape content and FAQ updates.

5. Knowledge Management

• Maintain in-depth knowledge of Feelmax products, mattress materials (latex, memory foam, pocket springs), warranty policies, and trial terms.

• Continuously refine canned responses, macros, and FAQs to reflect accurate and updated product details.

6. Reputation & Crisis Management

• Calmly and professionally manage high-pressure situations, negative reviews, or delivery delay feedback.

• Collaborate with internal teams to handle public feedback tactfully and safeguard brand reputation.

Qualifications

• Education: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.

• Experience:

  • 3–4 years of experience in social media customer support or digital brand engagement (preferably within D2C, Home & Furnishings, or E-commerce).

  • Hands-on experience contacting customers proactively over the phone to resolve escalated issues.

  • Experience using social media management and ticketing platforms (e.g., Sprout Social, Hootsuite, Gorgias, Simplify360, or Freshdesk).

• Core Skills:

  • Exceptional written communication in English and Hindi, with a sharp focus on empathy, clarity, and tone.

  • Strong problem-solving abilities and quick decision-making skills.

  • In-depth understanding of social media platform features, comment moderation, and engagement best practices.

  • A patient, empathetic, and customer-first mindset.

Preferred Skills

• Proficiency in social listening and sentiment analysis tools.

• Hands-on experience with e-commerce support tools (e.g., Gorgias, Simplify360, Zendesk, or Salesforce).

• Practical understanding of online brand reputation management, review handling, and crisis communication strategies.