[Hiring] Customer Service Agent (Moderation & Engagement) @BrickBrands

Role Description

As 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.

• 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 social.
• Contributing to consistent quality across shifts (tone, accuracy, decision-making).

Qualifications

• A High School Diploma or equivalent.
• A personal PC/laptop with a working webcam.
• A good working home environment with a stable internet connection.
• 2+ years of experience in social care, community management, CX support, or digital customer service.
• Fluent in English, both written and oral.
• Spanish & Portuguese fluency of B1 and above.
• Strong verbal communication & writing skills (friendly, clear, and socially native).
• Residing in Portugal.
• 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 schedule.
• Calm under pressure and confident in high-visibility comment sections.
• Organized, accountable, and consistent.

Requirements

• 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 products.

Benefits

• 100% Remote position.
• Continuous learning experience & career growth opportunities.
• Offers competitive compensation based on location market rates.
• A great opportunity to work with some of the world’s coolest and most innovative brands.
• A welcoming environment where even your feedback and suggestions are all being taken into consideration.
• Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds.