Company DescriptionCustomer Service | Social Media | Community Manager | Portugal` | Remote | Global team | SpanishBE PART OF OUR GLOBAL TEAM AND MAKE AN IMPACT HERE AT BRICKBRANDS! BrickBrands is a fast-growing company offering a lot of opportunities and valuable learning experiences that open doors for talented individuals to be a part of our global team. We embrace and promote diversity and inclusivity, the first step in building better relationships and conversations. Thus BrickBrands is always on the lookout for self-starters with the passion to excel and to join us in our mission: Create opportunities for brands and communities to speak. As part of a fast-paced environment, the need for additional resources appears constantly. Therefore we aim to build a pool of talented individuals and have our very own ongoing recruitment. Searching for individuals who are highly interested in social media, marketing, and customer experience to be a part of the global environment and learn the BrickBrands Way.Job DescriptionSummary of the RoleAs a Customer Service Agent, you will be the front line of communication between brands and their customers across multiple digital platforms.A key part of this role is handling high volumes of customer comments & reviews, including negative and critical feedback. You should be comfortable navigating sensitive situations, responding with empathy, and protecting the brand’s voice and reputation.This role requires someone who is proactive, resourceful, and confident working independently. You will be expected to seek out information, use available materials, and ask the right questions when needed to ensure accurate and thoughtful responses.Here’s What You Will Do:Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products.Respond to potential customers via public responses, chat, email, direct messages, and app store review sections.Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team.Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.Maintain regular communication with your manager to address questions, resolve issues, and provide updates.Addresses public and private customer care issues across socialContributing to consistent quality across shifts (tone, accuracy, decision-making)QualificationsHere’s What You Will Need:A High School Diploma or equivalentA personal PC/laptop with a working webcamA good working home environment with a stable internet connection2+ years of experience in social care, community management, CX support, or digital customer serviceFluent in English, both written and oralSpanish & Portuguese fluency of B1 and aboveStrong verbal communication & writing skills (friendly, clear, and socially native)General knowledge and interest in various social media platforms Experience as a content moderator / engaging in all social media platforms is a plus!The ability to work an 8-hour shift, on a rotating scheduleCalm under pressure and confident in high-visibility comment sectionsOrganized, accountable, and consistent Nice to Have:Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. Experience supporting subscription-based or SaaS productsAdditional InformationThe Perks BrickBrands Offers:100% Remote positionContinuous learning experience & career growth opportunitiesOffers competitive compensation based on location market ratesA great opportunity to work with some of the world’s coolest and most innovative brandsA welcoming environment where even your feedback and suggestions are all being taken into considerationEnjoy working in a diverse & global team environment - BrickBrands team members come from different backgroundsInterested to work in a Customer Service role with a global team that fosters collaboration and support and an opportunity to learn more about social media? Kindly submit your CV in English