Customer Service & Social Media Coordinator
About the Role
NHS Skate Direct is looking for a Customer Service & Social Media Coordinator who cares deeply about customer experience and knows how to show up consistently on social media.
This is a hybrid role split evenly (50/50) between:
- Supporting our Direct-to-Consumer customers, and
- Managing social media execution for NHS Skate Direct across Instagram, TikTok, YouTube, and Facebook.
You’ll be the front line of our DTC business—answering customer questions, resolving issues, and making sure every interaction reflects our brand—while also helping drive engagement, traffic, and product awareness through social content.
If you’re organized, responsive, skate-culture fluent, and comfortable juggling customer conversations and content calendars, this role is for you.
What You’ll Do
Customer Service (50%)
- Respond to customer inquiries via email, live chat, and phone
- Assist customers with order status, shipping issues, returns, and exchanges
- Manage and respond to YOTPO reviews and Q&A
- Resolve PayPal chargebacks and payment-related issues
- Maintain a professional, brand-appropriate voice in all customer communications
- Identify recurring customer issues and help improve documentation and FAQs
Social Media – NHS Skate Direct (50%)
- Own and manage NHS Skate Direct social media accounts:
- Instagram, TikTok, YouTube, Facebook
- Build and maintain a weekly posting calendar in Asana
- Execute the Skate Direct social strategy as defined by management
- Create and publish engaging, brand-aligned content (short-form video, static posts, promos)
- Coordinate social promotions and contests from concept through fulfillment
- Assist with copywriting for product descriptions, captions, and video content
- Support email marketing deployment in collaboration with the creative team
- Track performance and report on engagement, growth, and content effectiveness
- Stay current on social trends, platform updates, and AI best practices
What We’re Looking For
You’re a Strong Fit If You:
- Enjoy helping customers and solving problems
- Are organized and reliable with schedules, deadlines, and follow-through
- Understand skateboarding culture, brands, and media
- Can switch between customer conversations and creative execution without dropping the ball
- Communicate clearly and professionally—written and verbal
- Stay calm under pressure and manage multiple priorities
Experience & Skills
- Bachelor’s degree or 3+ years of relevant experience in the following preferred not required:
- Customer service (DTC or e-commerce preferred)
- Social media marketing or content coordination
- Experience managing social platforms (Instagram, TikTok, YouTube, Facebook)
- Ability to resize and edit video content for social formats
- Comfortable working in:
- Asana
- Microsoft Teams
- Google Workspace
- Shopify
- Zendesk
- Experience with live chat, reviews, and customer inboxes is a plus
Why This Role Matters
This role directly impacts:
- Customer satisfaction and retention
- NHS and its Brands’ perceptions
- Social engagement and inbound traffic
You won’t just be “posting content” or “answering emails”—you’ll be shaping how customers experience Skate Direct every day.
Physical Requirements
This position requires the ability to sit for extended periods, operate standard office equipment, and engage in frequent verbal and written communication.
Pay Range
$22-$24 per hour
