Social Media Customer Support Representative Full Time

Company Description Owl is a cosmetics brand focused on delivering high-performance products that enhance each individual’s natural glow. The company is committed to quality, effectiveness, and an elevated customer experience across all touchpoints. Owl’s brand voice is warm, modern, and responsive, reflecting its dedication to listening to customers and adapting to their needs. Team members are encouraged to contribute ideas that help refine products, improve service, and strengthen long-term customer relationships.

Role Description: The Social Media Customer Support Representative is a full-time. In this position, you will respond to customer inquiries, comments, and direct messages across social media platforms, providing timely, accurate, and empathetic support. You will handle questions about products, orders, returns, and brand information, and escalate complex issues to the appropriate internal teams when needed. The role includes monitoring brand mentions, identifying recurring issues, documenting feedback, and contributing to FAQ updates and support scripts. You will collaborate closely with marketing, e-commerce, and operations teams to ensure a consistent brand voice and a positive customer experience on all social channels.

Qualifications

• Strong customer-facing skills, including Customer Support, Customer Service, and a focus on Customer Satisfaction.
• Excellent Communication abilities, with clear, inclusive, and brand-aligned written responses on social media.
• Basic Troubleshooting skills to help customers resolve common product, order, and account issues.
• Familiarity with major social media platforms and social inbox or ticketing tools.
• Ability to stay calm under pressure, manage multiple conversations, and prioritize high-impact issues.
• Fluency in Arabic is required; proficiency in English is highly preferred.
• Previous experience in customer support, community management, or social media roles is an advantage.
• Interest in beauty and cosmetics, with a willingness to learn product details and trends.