About the role

Salesforce is hiring for the role of Social Experience Analyst!

Responsibilities of the Candidate:

Monitor and engage with customer posts across social media platforms -

Respond to business and technical support queries and escalate complex issues -

Manage executive-level escalations and service service disruption communication -

Publish updates and responses during incidents or crises -

Capture and route customer/product feedback to internal stakeholders -

Tag and triage social posts using internal tools and workflows -

Collaborate with Support, Engineering, Comms, and Product teams for resolution

Requirements

1-3 years in social care, customer support, or digital engagement -

Strong written communication and problem-solving skills -

Customer-first approach with the ability to stay calm under pressure -

Familiarity with social platforms (X/Twitter, Facebook, Instagram, Bluesky, LinkedIn) -

Basic knowledge of the Salesforce ecosystem and CRM tools -

Experience with tools like Sprout Social, Khoros, or similar -

Experience in a B2B SaaS or tech support environment -

Exposure to incident response or crisis communication workflows -

Familiarity with accessibility best practices and community guidelines on social platforms -

Multilingual capabilities (if applicable) -

Proactive social media engagement skills, including the ability to identify emerging issues, anticipate customer needs, and surface insights before they escalate - Experience supporting or coordinating social media campaigns—including publishing, scheduling, and collaborating with Marketing or Communications teams—is a plus