Social Media Support Agent - TD

Posted 12 hours ago

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Job Details

Full Time

Location

Ontario

Salary

dollar sign 21 to 40 per hour (plus commission)

Job Description

Location: Remote
Job Type: Full-Time / Part-Time
Department: Customer Support / Social Media
Reports To: Social Media Manager / Customer Support Manager

Position Summary:
We are looking for a Social Media Support Agent to join our remote team and manage customer inquiries, complaints, and feedback across various social media platforms. In this role, you’ll be responsible for providing timely and professional support to customers via social channels like Facebook, Twitter, Instagram, and more. Your goal will be to ensure positive engagement and resolve customer issues quickly while maintaining our brand's voice and tone.
Key Responsibilities:

Respond to customer inquiries, concerns, and feedback on social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.).
Provide clear, professional, and friendly responses that reflect the brand’s voice and values.
Monitor social media channels for mentions, tags, and direct messages, ensuring timely responses.
Assist customers with troubleshooting, product information, order status, and account-related issues.
Address customer complaints and concerns with empathy, while providing solutions or escalating to appropriate teams when necessary.
Track and document customer interactions and resolutions using CRM or social media management tools.
Identify recurring issues or common questions and suggest improvements to internal processes or FAQs.
Work closely with other departments (e.g., marketing, sales, technical support) to resolve complex issues.
Maintain a positive and consistent online presence that aligns with the company’s values and brand messaging.

Qualifications:

Prior experience in customer support, community management, or social media support.
Strong understanding of social media platforms and how they function in a customer service context.
Excellent written communication skills with a friendly, clear, and professional tone.
Ability to manage multiple conversations simultaneously in a fast-paced environment.
Experience using social media management tools (e.g., Hootsuite, Sprout Social, Buffer) or CRM software.
Strong problem-solving skills and ability to handle both simple and complex customer issues.
Empathy, patience, and the ability to stay calm under pressure.
Self-driven with the ability to work independently in a remote work setting.
Reliable internet connection and a distraction-free workspace.

Preferred Qualifications:

Familiarity with social media monitoring and analytics tools.
Experience with brand tone management and online community engagement.
Fluency in multiple languages is a plus.
Experience in e-commerce, SaaS, or other digital products/services.
Ability to work flexible hours, including evenings or weekends, if needed.

What We Offer:

100% remote work with flexible hours.
Competitive salary and performance-based bonuses.
Paid time off and holidays.
Training and development opportunities.
A positive and inclusive remote work culture.

About TD

TD Bank Group, officially known as Toronto-Dominion Bank, is one of Canada’s largest and most respected financial institutions. Headquartered in Toronto, Ontario, it was founded in 1855 and became TD Bank after the merger of the Bank of Toronto and the Dominion Bank in 1955. As of 2025, it employs over 90,000 people worldwide and is led by CEO Bharat Masrani. TD is one of the “Big Five” Canadian banks and is well-known for its strong customer service, innovative banking technology, and a workplace culture that emphasizes diversity, equity, and inclusion (DEI). TD operates across multiple sectors including retail banking, commercial and corporate banking, wealth management, technology, data analytics, cybersecurity, and risk management. It’s also widely recognized for its inclusive hiring practices, internal career growth opportunities, flexible work models, and commitment to sustainability—aiming for net-zero carbon emissions by 2050. In the U.S., TD operates as TD Bank, America’s Most Convenient Bank®, with a major presence along the East Coast and headquarters in Cherry Hill, New Jersey. The bank serves over 27 million customers globally, with more than 16 million digital users and over 2,200 branches across North America. With a market cap of around $130 billion CAD, TD continues to be a top choice for professionals looking for stability, growth, and a values-driven environment. Employees are drawn to its competitive pay, strong benefits, focus on mental health, learning and development programs, and a reputation for being one of Canada’s Top Employers year after year.