Social Media Support Specialist at Replit managing customer inquiries and community engagement across X, LinkedIn, Reddit, and app stores. Handles technical issues, billing questions, and product feedback while working with support tools like Zendesk and Sprout Social.
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
As a Social Media Support Specialist, you are at the forefront of helping developers create while managing our social media presence and community interactions. You'll assist developers with complex technical issues, billing inquiries, account management, and product usage questions across multiple channels including X (Twitter), LinkedIn, Reddit, Apple/Google Play stores, and other relevant platforms.
You will help bubble up what is important to Replit's engineering and Product teams, and what needs improvement to your own team, while also serving as a key voice in our social media community engagement.
We use tools like Zendesk, Sprout Social, Linear, Slack, Stripe, Orb, Notion, and Replit itself to get the job done, alongside social media management platforms for X, LinkedIn, and Reddit.
You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.
Work directly with Replit customers via support tickets and social media accounts to solve account, billing, and product issues
Manage and respond to customer inquiries and community discussions on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores, with the possibility of expanding coverage to additional platforms as we grow
Monitor social media channels for product feedback, technical issues, and community sentiment
Manage escalations from social media channels and coordinate with appropriate internal teams to ensure timely resolution
Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
Work cross-functionally with marketing and community teams to align messaging across channels
2+ years of social media support experience, across platforms including on X (Twitter), LinkedIn, Reddit, and Apple/Google Play stores
Experience with support platforms (Zendesk, Sprout Social), payment systems (Stripe, Orb), and ticketing workflows
Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
Strong written communication skills for public-facing social media interactions
Comfort operating with autonomy and ambiguity
Ability to maintain brand voice and tone all channels
Strong understanding of each social platform’s distinct audience and etiquette
Understanding of developer communities and technical terminology
Experience with community management or developer relations
Background in B2B SaaS customer success or support
Experience with AI tools (Claude, ChatGPT, etc.)
Experience with Replit
Zendesk
Stripe
Slack
Orb
Linear
Sprout Social
Notion
Replit
You prefer predetermined static processes
You need all information laid out
You struggle with demanding users
You are uncomfortable representing the companies voice publicly
This is a full-time role that can be held from our NYC office. The schedule follows a 2 day weekend + 3 weekday work week. The role has an in-office requirement of two weekdays per week, selected from our team’s in-person days on Monday, Wednesday, and Friday.
Full-Time Employee Benefits Include:
💰 Competitive Salary & Equity
💹 401(k) Program with a 4% match
⚕️ Health, Dental, Vision and Life Insurance
🩼 Short Term and Long Term Disability
🚼 Paid Parental, Medical, Caregiver Leave
🚗 Commuter Benefits
📱 Monthly Wellness Stipend
🧑💻 Autonomous Work Environment
🖥 In Office Set-Up Reimbursement
🏝 Flexible Time Off (FTO) + Holidays
🚀 Quarterly Team Gatherings
☕ In Office Amenities
Want to learn more about what we are up to?
Interviewing + Culture at Replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.