Social Media Escalation Executive – Customer Service

About the role

Urban Company is looking for a motivated, customer‑focused Social Media Escalation Executive to join its Customer Experience (CX) team. You will handle escalated customer issues that arrive via social media, ensuring timely, empathetic, and effective communication while protecting the brand’s reputation.

Key responsibilities

• Serve as the primary point of contact for escalated customer concerns received through social media platforms.
• Take full ownership of each case, conducting end‑to‑end investigation, resolution, and closure.
• Coordinate with internal teams to resolve complex issues within defined service level agreements.
• Engage proactively with dissatisfied customers to turn negative experiences into positive outcomes.
• Identify recurring problems and share insights to improve processes, products, and overall customer experience.
• Maintain accurate documentation of all interactions and resolutions in the CRM system.
• Stay updated on social media trends, platform guidelines, and best practices to enhance response quality.

Required profile

• Bachelor’s degree in any discipline.
• Minimum 12 months of experience handling customer escalations, preferably in a voice‑based process.
• Ability to remain calm, composed, and customer‑focused in high‑pressure situations.
• Flexibility to work a 6‑day schedule with rotational weekly offs as per operational needs.

Required skills