Social Experience Analyst

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Operations

Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We are seeking a highly motivated and customer-centric Social Experience Program Manager to join our CIC Social Care team. In this role, you will serve as the frontline representative of the Salesforce brand on social media, delivering timely and empathetic support to our customers. Responsibilities include managing real-time engagement across social platforms, addressing technical inquiries, triaging complex issues, and supporting high-visibility executive escalations. You will also play a critical role in publishing updates during service disruptions, capturing customer and product feedback, and collaborating cross-functionally with internal teams to ensure swift and effective issue resolution.

Key Responsibilities

• 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

Required Skills

• 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

Preferred

• 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

Work Schedule

• Rotational shifts or a fixed schedule based on business needs
• Coverage may include weekends, holidays, and after-hours during critical incidents or service disruptions
• Flexibility to support during high-impact events, outages, or executive escalations is required

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.