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Social Media Customer Service Specialist

Job Purpose

As a social brand ambassador in a customer facing role, the Social Media Customer Service Specialist is committed to identifying customer inquiries and needs within relevant social media conversations across social listening and multiple channels. Once identified, the Social Media Customer Service Specialist works with cross-functional teams, clients and/or vendor partners to ensure customer inquiries are addressed in a timely manner.

Primary Job Responsibilities

Customer Engagement and Case Management – 40%

  • Prioritizes and responds to social media and review posts by customers, applicants, and vendors in adherence with compliance requirements and strict SLAs.
  • Engagement in a B2B, B2B2C and D2C capacity across social channels including (but not limited to) customers, prospective clients, prospective applicants, employees, and partners.
  • Determines appropriate course of action and escalates to respective teams, within a complex product and organizational structure.
  • Owns the social case management process within the enterprise social media management tool.

Community Management – 40%

  • Works to analyze and identify relevant social media conversations globally across social listening and multiple channels (e.g., managed accounts, online, third-party ratings and review sites).
  • Leveraging a complex product and organizational structure, tags conversations appropriately to feed accurate and insightful reporting across lines of business, products, and regions.
  • Review and monitor user-generated content on social media platforms to ensure it complies with Company policies.
  • Moderate content that violates Company standards and policies, including those related to hate speech, harassment, violence or upsetting acts, and other inappropriate or offensive content.

Cross-functional Collaboration – 20%

  • Collaborates with global cross-functional teams across the enterprise to ensure case resolution, including (but not limited to) claims operations, customer service, marketing/corporate communications, HR partners, and product/services/logistics teams.
  • Serves as an important resource for regional and global leadership, providing social media best practices and information to key stakeholders identified through social listening.

Basic Qualifications

  • Bachelor’s degree in Marketing, Communications, New Media, Business or a combination of education and work-related experience
  • Minimum of 2 years’ professional experience in marketing, communications, digital or social media
  • Strong coping, emotional resilience, and stress-management skills 
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of Company policies  
  • High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported 

Other Requirements

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to deal with ambiguity, under pressure and demonstrate resilience, without always having all the facts and data in the face of significant customer unhappiness
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Proven ability to manage multiple projects concurrently
  • Strong attention to detail

12 - 9 PM EST

Core US holidays off.

NOTE: The main responsibility in this position is handling consumer complaints on social media. Content creation and campaign work are not part of this role

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/


Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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