Social Media Customer Experience Specialist

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

The Social Media Customer Experience Specialist is responsible for engaging with customers across social media platforms such as Facebook, X (formerly Twitter), Instagram, review platforms and others. This role monitors, responds to, and resolves customer inquiries, complaints, and feedback in real time, while maintaining the company’s voice and reputation. As part of the Digital and Self-Service team, the specialist also contributes to the development of social media protocols, escalation paths, and insights that inform broader CX and marketing strategies.

This is a remote position.

Key Responsibilities:

Social Media Engagement & Support

- Monitor assigned social media channels for customer inquiries, complaints, and feedback.

- Respond to customer posts, messages, and comments in a timely, professional, and brand-consistent manner.

- Escalate complex or sensitive issues to appropriate internal teams while maintaining visibility and continuity in the customer thread.

Brand Voice & Policy Adherence

- Ensure all responses align with company tone, messaging guidelines, and regulatory requirements.

- Follow established protocols for issue handling, privacy, and escalation on public platforms.

- Maintain awareness of trending topics, sentiment shifts, and potential reputational risks.

Collaboration & Escalation

- Partner with Marketing, Communications, and Customer Experience teams to align on messaging, campaigns, and service updates.

- Coordinate with internal departments (e.g., Operations, Billing, Safety) to resolve customer issues and provide accurate information.

- Participate in social media huddles and debriefs to share insights and align on priorities.

Documentation & Reporting

- Accurately log interactions, outcomes, and customer sentiment in CRM or social media management platforms.

- Track and report on engagement metrics, response times, and issue resolution trends.

- Provide feedback on recurring issues, customer pain points, and opportunities for proactive communication.

What you bring:

- 1-3 years minimum of customer service experience

- Social media marketing experience is an asset

- Strong writing and communication skills required

Superior Plus is a leading North American distributor and marketer of propane and distillates and related products and services, servicing over 890,000 customer locations in the U.S. and Canada. All of the businesses operate on the principles of entrepreneurship, continuous improvement, executing on objectives, safety and teamwork.

We are committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience.