Social Care / Social Customer Support Specialist

PROLIM Global Corporation ( is hiring a Social Care / Social Customer Support Specialist for a leading Technology customer.
Social Care / Social Customer Support Specialist
US - Remote, Hybrid/Onsite fine in MPK/SEA/NYC
Role summary
Monitor social platforms, primarily X, for mentions of Muse at very low latency; classify each mention against the Muse triage rubric; and personally own the middle bucket: posts that warrant a response but do not warrant executive engagement. Engage the user publicly or by DM, resolve the issue, and close the loop.
Core responsibilities
Monitor inbound Muse mentions on a continuous sweep cadence (queue polled roughly every 2 minutes) and apply a first-pass tier within the 30-minute live-pass latency target.
Classify every post against the Tier 1 / 2 / 3 rubric using the live-pass dimensions only: account context (follower count, historical engagement, verified outlet or credentialed journalist, known amplifier) and content (misinformation, claim severity, exec tagged or named, specific product issue, repro present).
Make the escalate-or-not call with high precision. Immediately route hard-override cases (misinformation, damaging press claim, exec tagged or named) to the Tier 1 queue for comms and on-call. Log Tier 3 posts to the signal store with no outreach.
Own Tier 2 end to end. Respond to the user on platform, ask the clarifying questions needed to establish a repro (prompt, settings, model, steps, screenshots), and drive the thread to a stated resolution.
Extract and log the repro, assign an issue category, file or link the corresponding bug, and track it to closure so the user gets a real answer rather than an acknowledgement.
Record tier, tier reason, and scoring mode on every item so misclassifications are auditable, and flag posts that are below threshold but trending for continued re-scoring.
Draft and reuse approved response language for recurring Muse issues; escalate to comms when a situation needs net-new external language rather than improvising it.
Hand off cleanly on shift change with a live queue state, including open threads, pending repros, and anything held for the maturity pass.
Surface recurring themes from Tier 2 and Tier 3 volume to product and comms partners on a regular cadence.
Minimum viable Muse product expertise (developed in ramp)

Job Description

Working fluency in Muse's surfaces, generation flows, model behavior, and known limitations, sufficient to tell a real defect from expected behavior, a user error, or a feature request.
Familiarity with current known issues, shipped fixes, and public positioning, so the responder does not confirm something already resolved or speculate on anything unannounced.
Ability to judge whether a complaint is concrete enough that an engineer could act on it, which is the actual Tier 2 bar.

Required qualifications
Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming.
Demonstrated judgment under time pressure and incomplete information, with a bias toward escalating ambiguous reputational risk rather than absorbing it.
Strong, concise written voice that holds up in public reply to threads.
Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro.
Ability to work a shift-based schedule, including evenings and weekends, to sustain continuous low-latency coverage.
Rigorous logging discipline. Every call is recorded with the rule that fired it.
Preferred qualifications
Prior work in a trust and safety, community, social care, or incident-adjacent triage function.
Prior exposure to generative AI image or video products and the common failure modes users report.
Familiarity with social listening and queue tooling.

Must-Have Skills

1 Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming.

2 Strong, concise written voice that holds up in public reply threads.

3 Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro.

Nice-to-have Skills

1 Prior work in a trust and safety, community, social care, or incident-adjacent triage function.

2 Prior exposure to generative AI image or video products and the common failure modes users report.

3 Familiarity with social listening and queue tooling.

Interested Candidates

Please send your updated resume and contact details to:

About PROLIM Corporation

PROLIM is a leading provider of end-to-end IT, PLM, and Engineering Services and Solutions for Global 1000 companies. We understand business as much as technology and help our customers improve profitability and efficiency through high-value consulting, staffing, engineering, and project management services.
Our offerings include Advisory Services, PLM Software & Services, Program Management, Solution Architecture, Training & Staffing, Cloud Solutions, Infrastructure Services, ERP Practices, Quality Assurance Services, and Engineering Services across a wide range of industries.