What are the responsibilities and job description for the Social Media Customer Service Support Representative position at GSM Outdoors?
Full-time Description
At GSM Outdoors, we live and breathe the outdoor lifestyle. As a leader in hunting, shooting, fishing, and adventure gear, we’re home to some of the most trusted brands in the industry — including Stealth Cam, Walker’s, Muddy, Hawk, Boss Buck, Bill Lewis, Big Bite Baits, Cuda, and many more! We design, develop, and deliver products that enhance outdoor experiences — whether that’s capturing wildlife moments, ensuring safety and communication in the field, or elevating the hunt. Our culture blends innovation with passion, and we’re looking for people who share that drive.
Come be a part of a team where We Are In It To Win It. A team that fosters and encourages creativity, resourcefulness, promoting from within, and a work-life balance. #IITFWI
The Social Media Customer Service Support Representative is responsible for maintaining our online presence. This role is vital in ensuring positive customer interactions. The moderator will be responsible for responding to customer inquiries, addressing concerns, and monitoring conversations across social media platforms and retailer websites. They will also help uphold community guidelines and support a positive brand image.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Summary Of Essential Job Duties
Skills/Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
At GSM Outdoors, we live and breathe the outdoor lifestyle. As a leader in hunting, shooting, fishing, and adventure gear, we’re home to some of the most trusted brands in the industry — including Stealth Cam, Walker’s, Muddy, Hawk, Boss Buck, Bill Lewis, Big Bite Baits, Cuda, and many more! We design, develop, and deliver products that enhance outdoor experiences — whether that’s capturing wildlife moments, ensuring safety and communication in the field, or elevating the hunt. Our culture blends innovation with passion, and we’re looking for people who share that drive.
Come be a part of a team where We Are In It To Win It. A team that fosters and encourages creativity, resourcefulness, promoting from within, and a work-life balance. #IITFWI
- Position is on-site in Irving, TX**
The Social Media Customer Service Support Representative is responsible for maintaining our online presence. This role is vital in ensuring positive customer interactions. The moderator will be responsible for responding to customer inquiries, addressing concerns, and monitoring conversations across social media platforms and retailer websites. They will also help uphold community guidelines and support a positive brand image.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Summary Of Essential Job Duties
- Monitor and moderate content across social media platforms and retailer websites to ensure compliance with community guidelines.
- Review and moderate user-generated content, including images, videos, and comments, to maintain a safe and respectful environment.
- Respond to customer inquiries in a timely, professional, and friendly manner across social platforms.
- Track and report recurring customer concerns to support continuous improvement.
- Maintain a consistent brand voice and tone while engaging with customers.
- Flag and remove inappropriate or harmful content that violates platform rules or brand standards.
- Identify trending topics or potential PR issues and communicate them to leadership.
- Assist in developing community engagement strategies to grow and support online followers.
- Stay up to date on platform policies, updates, and tools to ensure compliance and effective moderation.
- Maintain detailed logs of moderation actions and customer service interactions.
- Provide feedback on user sentiment and suggest improvements to customer communication strategies.
- Help test and implement new tools or moderation workflows to increase efficiency and quality.
Skills/Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Strong spelling, grammar, and written communication skills.
- Logical problem-solving skills and the ability to navigate social media and commercial websites effectively.
- Excellent emotional intelligence, resilience, and attention to detail.
- Prior customer service experience.
- Minimum 2 years of customer service experience.
- High school diploma or equivalent.
