Description

We are seeking a highly motivated and customer-centric Social Experience Program Manager 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