Social Support Coordinator

Role overview

This full-time, exempt position is a remote role based in the US. The annual base pay is set at $47,000.

As the Social Support Coordinator, you will support both current and prospective customers across selected social channels. The role calls for quick, helpful, and brand-appropriate responses while also taking a proactive approach to customer care. You will act as a public-facing representative of the company, helping maintain a professional yet approachable tone, strengthening relationships with advocates and important communities, and contributing to continuous improvement in social support performance.

You will partner closely with the UK-based Social Support Manager and the wider global customer service team to meet social KPIs, identify opportunities for innovation, and extend the brand’s reach online.

Key responsibilities

• Keep an active presence across assigned social channels and reply to customer questions promptly in a helpful, friendly, and solution-focused way.
• Track and respond to YouTube comments on brand videos.
• Review customer trends and sentiment, then share findings with Support Management and Marketing on a regular basis.
• Encourage meaningful conversations with customers and help build brand advocacy online.
• Manage relationships with brand advocates.
• Observe and participate in brand-related discussions across the web.
• Compile reports on online reviews and feedback from customers and fans.

What the employer is looking for

• Hands-on familiarity with major social networks, including Facebook, Instagram, X/Twitter, YouTube, and TikTok.
• Strong written and verbal communication skills, plus the ability to work well with others.
• A calm, courteous, and professional style when dealing with customers.
• Prior experience supporting customers.
• Genuine interest in audio and music.
• Knowledge of audio technology will be considered an advantage.
• Experience with, or at least awareness of, the company’s product range.

Benefits

• Medical coverage paid 100% by Focusrite Group for employees and 75% for dependents.
• Dental and vision coverage.
• Life insurance.
• Short-term and long-term disability coverage.
• 401(k) plan with employer matching.
• 28 days of paid time off.
• Employee Assistance Program.
• Group bonus scheme.
• Discounts on company products and merchandise.

About the company

Focusrite plc is an international music and audio business that creates and sells music technology products used by both professionals and hobbyists. Its tools help people produce recorded and live sound at a high standard, with a mission centered on making creativity more accessible through music.

The group operates through thirteen well-known and fast-growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard, and TiMax. These brands have built strong reputations and long-standing credibility in the music-making industry.