Social Media Support Associate (Internal - SY)

Job Title: Social Media Support Associate

Location: On-site - Sandton, Johannesburg
Region Supported: North America (NA)
Schedule: Rotational coverage (Tuesday–Saturday or Sunday–Thursday, 8:00 AM – 4:30 PM PST)

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team supports some of the world’s fastest-growing brands to scale smarter, move faster, and deliver exceptional service—every time.

We believe great customer experiences are built on strong processes, empowered people, and brand-aligned communication. Our teams operate in high-visibility, fast-paced environments where quality, consistency, and professionalism matter.

Position Overview

We are seeking Social Media Support Associates to manage customer interactions across public and private social media channels supporting the North American region. This role is highly visible and requires strong written communication, disciplined process adherence, and the ability to manage brand-critical conversations in real time.

Reporting into the Social Support leadership structure, you will be responsible for handling customer inquiries, triaging issues, applying documented workflows, and maintaining consistent quality standards across all platforms. This role begins with an on-site nesting period, with remote work eligibility assessed post-nesting based on quality and performance.

Key Responsibilities

Social Media Customer Support

Respond to customer inquiries across multiple social platforms (including Instagram, Facebook, TikTok, X, and similar channels).

Manage both public and private interactions, applying appropriate tone, visibility controls, and escalation logic.

Handle high-visibility customer conversations with professionalism, empathy, and brand alignment.

Identify sentiment trends, emerging issues, and potential risks, escalating appropriately.

Process Adherence & Case Management

Read, follow, and consistently apply documented SOPs, workflows, and end-to-end processes.

Apply accurate tagging, case categorisation, and escalation paths.

Adapt quickly to process updates and demonstrate continuous compliance.

Ensure cases are resolved accurately, efficiently, and in line with quality standards.

Quality & Performance Standards

Maintain a minimum QA score of 80%, with expectations to consistently perform within the 80–90% range.

Demonstrate accuracy in tagging, process application, communication quality, and escalation handling.

Participate in quality reviews, coaching sessions, and feedback loops to improve performance.

Collaboration & Professional Conduct

Work closely with team leadership during nesting, training, and transition phases.

Maintain professionalism across all customer interactions, regardless of sentiment or channel visibility.

Support a positive team environment through reliability, accountability, and collaboration.

Qualifications

Essential

Campaign Eligibility Requirement:

This role is ringfenced to a specific campaign and requires prior, hands-on experience supporting this campaign. Due to the specialised nature of the work and the immediate operational readiness required, only candidates with existing campaign-specific experience are eligible for consideration.

Prior experience in Social Media Customer Support or a strong demonstrated understanding of social support operations.

Excellent written communication skills with strong grammar, clarity, and tone control.

Proven ability to follow structured processes and maintain consistency under pressure.

Comfort working in fast-paced, public-facing environments with rapid response expectations.

Willingness to work on-site during the nesting period.

Preferred

Experience supporting North American customers or brands.

Familiarity with social media management or case handling tools.

Exposure to quality assurance frameworks or structured QA scoring environments.

Work Model & Scheduling Expectations

On-Site Requirement (Nesting Period):
All agents must work on-site during the nesting period to demonstrate process mastery, quality consistency, and workflow understanding.

Remote Work Eligibility:
Remote work may be considered only after:

Successful completion of the nesting period

Consistent QA scores of 80–90%

Demonstrated reliability, schedule adherence, and process compliance

Shift Coverage:
Agents must be available for full coverage across:

Tuesday – Saturday | 8:00 AM – 4:30 PM PST

Sunday – Thursday | 8:00 AM – 4:30 PM PST

What We Offer

Structured Onboarding & Nesting: Clear SOPs, engagement rubrics, and supported ramp-up.

Quality-Driven Environment: Strong coaching, feedback, and performance visibility.

Career Growth: Opportunities to develop within social support, CX, and digital operations.

Collaborative Culture: A people-first environment that values accountability, professionalism, and continuous improvement.

Global Exposure: Work within a global delivery model supporting international brands.