Social Media Representative

Company Overview

At Rosabella, we're dedicated to helping women feel their best through every chapter of their wellness journey. Inspired by a personal story, we set out to create thoughtfully formulated supplements that provide meaningful nutritional support during menopause and beyond. By combining carefully selected ingredients with a commitment to quality and transparency, we're making it easier for women to prioritize their health with products they can trust.

Position Summary

The Social Media Representative handles comment moderation across Rosabella's social channels, making sure every public comment gets a fast, accurate, on-brand response. This is not a content or marketing role. It sits inside Customer Service, working alongside our Email and Live Call channels, and reports to the Social Media Team Lead.

You'll spend your shift monitoring and responding to comments on our social posts, resolving what you can directly and flagging anything sensitive or negative to your Team Lead.

Key Responsibilities

• Comment Moderation: Monitor and respond to comments on social posts in a timely, accurate, and on-brand way.

• Issue Resolution & Escalation: Resolve straightforward questions and issues directly; escalate sensitive, negative, or high-visibility comments to your Team Lead promptly with clear context.

• Standards & Brand Voice: Use macros and SOPs as a starting point, personalizing responses so they read as genuinely helpful rather than templated.

• Performance Targets: Meet response time and resolution targets for comment moderation.

• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve response quality over time.

• Documentation: Maintain accurate, complete records of comment interactions and escalations in Richpanel.

• Pattern Reporting: Flag recurring questions, complaints, or trends to your Team Lead so they can be addressed at the root cause.

Qualifications

Required:

• Prior customer service experience, ideally on social media or in a public-facing written channel.

• Strong written English with clear, professional, and warm tone.

• Comfortable responding to public comments, including occasional negative or difficult ones.

• A reliable backup device and internet connection, in addition to your primary setup.

• A working camera for coaching sessions and team meetings.

• Ability to work an assigned shift, with rest days assigned based on coverage needs.

Preferred:

• Experience in DTC, e-commerce, or subscription customer service.

• Prior experience with Richpanel or a comparable helpdesk/social inbox platform.

• Familiarity with Instagram, Facebook, and TikTok comment sections.

• Based in the Philippines or LATAM.

Who This Role Is Not For

• This is not a social media marketing, content, or growth role. It is customer service delivered through comment moderation.

• This is not for people who get rattled by public or negative comments.

• This is not for people who struggle to hit response time targets consistently.

• This is not for people without a reliable backup device or internet connection. Coverage can't go down.

Work Environment

• Fully remote position, working an assigned shift.

• Part of a growing, international Customer Service team, working alongside Email and Live Call reps.

• Direct coaching and feedback culture, with camera-on coaching sessions.

• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.

• Accountability: Team members own their decisions, mistakes, and outcomes.

• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify

• Richpanel

• Loop

• Checkout Champ

• When I Work

• Fulfil

Hiring Process

• Application review.

• Initial interview with recruiter.

• Written test task (respond to sample comments).

• Offer