Social Experience Analyst

Job Description Summary:

Role Overview:

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, triaging complex issues, and supporting high-visibility executive escalations. You will also play a critical role in publishing updates during service disruptions, capturing customer and product feedback, and collaborating cross-functionally with internal teams to ensure swift and effective issue resolution.

Key Responsibilities

Monitor and engage with customer posts across social media platforms

Respond to business and technical support queries and escalate complex issues

Manage executive-level escalations and service service disruption communication

Publish updates and responses during incidents or crises

Capture and route customer/product feedback to internal stakeholders

Tag and triage social posts using internal tools and workflows

Collaborate with Support, Engineering, Comms, and Product teams for resolution

Required Skills:

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 (if applicable)

Proactive social media engagement skills, including the ability to identify emerging issues, anticipate customer needs, and surface insights before they escalate

Experience supporting or coordinating social media campaigns—including publishing, scheduling, and collaborating with Marketing or Communications teams—is a plus

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