You will become the first line of defence for our customer-service focused brand, working full-time from anywhere with a stable internet connection and a proper desktop or laptop setup. The core of the role is clear: handle complaints that come in through our social-media channels, turn unhappy voices into loyal advocates, and document each interaction with concise, well-written English. Emotional intelligence and people skills matter here just as much as grammar and spelling. Because you will often meet frustrated users, I need someone who can read the room, empathise instantly, and steer the conversation toward a solution without scripts. A reliable, disciplined work style is non-negotiable; once you commit to a shift schedule you stick to it so that our response times stay consistent. Day to day you’ll: • Monitor incoming social-media messages and comments in real time. • Craft empathetic, accurate replies that resolve the issue or escalate only when truly necessary. • Log each ticket in our internal help-desk so the rest of the team has full context. Acceptance criteria for each shift: • All complaints acknowledged within 15 minutes. • Tone stays positive, professional, and on-brand in every message. • Resolution or clear next step recorded for 100 % of cases before clock-out. If that sounds like the right challenge, drop me a brief note about your background and why handling complaints in English feels natural to you. A short paragraph is enough; I value substance over length.