Social Media Customer Care Specialist

About the role

The Social Media Customer Care Specialist will manage both reactive and proactive guest interactions on Marriott’s social channels. The role focuses on building trust, loyalty and advocacy while protecting the brand’s reputation in real time.

Key responsibilities

• Review, research and respond to guest inquiries, concerns and feedback across approved social media platforms.
• Manage and document each case from initial contact through resolution, using multiple communication channels such as email, telephone and social media.
• Create and publish approved engagement content and actively participate in online conversations to support brand community initiatives.
• Participate in social listening, customer‑feedback reviews and process‑improvement activities, reporting trends and recurring issues to leadership.

Required profile

• High school diploma/GED or equivalent.
• At least one year of related experience, preferably in a customer‑service or service‑recovery environment.
• Strong customer‑service recovery skills with an aptitude for relationship building and active listening.
• Familiarity with social media platforms and community‑management tools.
• Experience with social listening or sentiment‑analysis techniques.