Customer Experience & Social Community Associate

The Role

Soft Services is seeking a Part-Time Customer Experience & Social Community Associate to deliver exceptional support and foster meaningful connections with our customers—both in direct support channels and across social platforms where our community lives. This role requires a strong understanding of the Soft Services brand, voice, and mission, ensuring every interaction reflects our values while helping to elevate the customer experience and grow authentic engagement.

You’ll be the voice of Soft Services in customer inboxes and in the comment sections, DMs, and community threads where our customers are already talking. This is a role for someone who genuinely loves skincare, loves people, and understands how to show up for a brand in a way that feels human, not scripted.

On-call availability is required during major promotional periods (e.g., Black Friday week, Christmas week, our annual Anniversary sale).

How to Apply

Submit your application on Workable with the following:

• Resume
• A cover letter that addresses: Why Soft Services? Summarize your customer service and social community experience. What excites you about this specific role?

If resume screening passes, shortlisted applicants will complete a brief paid written assignment ($50 Soft Services gift card). Successful candidates will then be invited to 2–3 interviews.

What You’ll Do

Customer Experience

• Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information
• Handle refunds and replacements, conducting follow-ups whenever product inspections are needed
• Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments)
• Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction
• Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns
• Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection
• Report weekly and monthly metrics to the Operations and Growth teams

Social Community & Engagement

• Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice
• Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences
• Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response
• Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional
• Track social sentiment trends and surface recurring themes or concerns to the broader team
• Maintain a consistent, on-brand voice across all social touchpoints

• 2+ years of customer service experience, ideally in DTC or beauty/skincare

• Genuine familiarity with Instagram, TikTok, and Reddit as platforms—you understand how each community communicates and what engagement looks like on each
• Excellent written communication skills with a clear, courteous tone and the ability to empathize, adapt, and connect with people across different contexts
• Comfort and confidence engaging in public-facing social environments on behalf of a brand
• Exceptional attention to detail, pattern recognition, and organizational skills for managing high-volume inboxes and feeds
• Ability to work autonomously and collaboratively in a fast-moving remote environment
• Knowledge of and genuine interest in skincare—you don’t need to be an esthetician, but you should be someone who loves learning about it
• Familiarity with the Soft Services brand, voice, and mission
• Experience with Shopify and Gorgias is a plus

• Pay Range: $20–$30/hour depending on experience

• $500 annual gift card for softservices.com