About

Company Overview We are a fast-growing digital comparison platform committed to helping individuals and families find the best insurance, finance and utilities plans for them, quickly, transparently, and confidently. By partnering with top insurance providers, we empower our users to make informed decisions through side-by-side comparisons of policies, pricing, and features. Customer experience is at the heart of everything we do. As we expand our global presence, we are seeking an experienced and customer-obsessed Social Media Customer Care Specialist to join our offshore team. This is an exciting opportunity to become the online voice of a trusted, innovative brand in a dynamic industry. Position Summary The Social Media Customer Care Specialist is responsible for managing and responding to customer interactions across social media platforms (e.g., Facebook, Instagram, LinkedIn, TikTok). This role will serve as the frontline representative of the brand, addressing questions, resolving concerns, and protecting our online reputation through prompt, professional, and empathetic communication. This remote position requires: A native English speaker with excellent communication skills. The ability to work within ±2 hours of Sydney, Australia time zone. A strong customer-first attitude and knowledge of the insurance industry. You will play a key role in shaping customer perceptions and improving their experience with our brand online. Key Responsibilities Monitor and manage daily interactions on all major social media platforms, including direct messages, public comments, mentions, and reviews. Check and respond across channels at least 3x per day (morning, lunch, and end of day). Respond to customer inquiries with accurate, timely, and brand-aligned messaging. Resolve complaints or escalate complex issues to internal departments (Customer Support, Claims, Tech, etc.) when necessary. Maintain a consistent, professional, and empathetic tone in all customer communications. Track and report recurring customer concerns or patterns to inform continuous improvement efforts. Assist in developing social media FAQs, canned responses, and support documentation. Collaborate with marketing and communications teams to align messaging and campaigns. Protect and enhance the brand's reputation through active listening and strategic engagement. Use social media management tools (e.g. Sociality or similar) to track metrics and manage workflows. Required Qualifications Native English speaker with exceptional written and verbal communication skills. 3+ years of experience in social media customer service, online community management, or customer support. Strong understanding of the insurance / finance industry, particularly in health insurance, life insurance, energy and home loans. Demonstrated ability to handle sensitive or escalated customer situations with professionalism and discretion. Experience working remotely or in offshore customer service teams. Familiarity with social media tools and CRM/ticketing platforms (e.g. Sociality, Salesforce etc.). Strong attention to detail, especially in written communication. Ability to work across time zones and manage priorities independently. Preferred Qualifications Ideally, prior experience working for an insurance comparison platform, broker, or insurer. Knowledge of insurance regulatory and compliance practices. Additional certifications in customer service or social media engagement tools. Personal Attributes Customer-centric mindset with a natural empathy for resolving issues effectively. Calm under pressure, particularly when handling high volumes or sensitive complaints. Tech-savvy and quick to adapt to new platforms, tools, and workflows. Highly organised and self-motivated, with a disciplined remote work ethic. Collaborative and communicative, with the ability to work across teams and cultures.