Social Experience Analyst

We are seeking a highly motivated and customer-centric Social Experience Analyst to join our CIC Social Care team. In this role, you will serve as the frontline representative of the Salesforce brand on social media, delivering timely and empathetic support to our customers.

Responsibilities include:

• Managing real-time engagement across social platforms
• Addressing technical inquiries and triaging complex issues
• Supporting high-visibility executive escalations
• Publishing updates during service disruptions
• Capturing customer and product feedback
• Collaborating cross-functionally with internal teams to ensure swift and effective issue resolution

Requirements:

• 1–3 years in social care, customer support, or digital engagement
• Strong written communication and problem-solving skills
• Customer-first approach with the ability to stay calm under pressure
• Familiarity with social platforms (X/Twitter, Facebook, Instagram, Bluesky, LinkedIn)
• Basic knowledge of the Salesforce ecosystem and CRM tools
• Experience with tools like Sprout Social, Khoros, or similar

Preferred:

• Experience in a B2B SaaS or tech support environment
• Exposure to incident response or crisis communication workflows
• Familiarity with accessibility best practices and community guidelines on social platforms
• Multilingual capabilities
• Proactive social media engagement skills
• Experience supporting or coordinating social media campaigns

Work Schedule:

• Rotational shifts or a fixed schedule based on business needs
• Coverage may include weekends, holidays, and after-hours during critical incidents or service disruptions
• Flexibility to support during high-impact events, outages, or executive escalations is required