I support and guide online communities with empathy, clarity, and consistency — turning brand interactions into meaningful connections.
Social customer care is more than just answering questions — it’s about being present, responsive, and human in the spaces where people engage with brands. Whether working on behalf of major companies or within dedicated communities, I ensure that customers feel heard, supported, and valued.
As an Engagement Specialist and long-time community manager, I help brands handle public interactions with care — from everyday inquiries to more sensitive situations. My role often extends to online safety, crisis support, and moderation, ensuring that the tone stays respectful, the information clear, and the users protected.
In previous roles I combined community engagement with advocacy, representing the brand personally across social media, forums, and events. Customers knew there was a real, trusted person behind the messages — and that made all the difference.
What I Can Do for You
I offer professional, empathetic support in social customer care — managing customer-facing conversations in ways that reflect your brand’s values and help build trust.
Whether your audience is asking questions, giving feedback, or facing an issue, I respond in real time with a tone that is clear, kind, and consistent — in English or French.
📬 Responsive Customer Interaction
- Handling customer inquiries with clarity, accuracy, and care
- Managing product questions, account concerns, complaints, and compliments
- Writing replies that sound human — not scripted — while staying within brand guidelines
🗣️ Tone-Sensitive Brand Representation
- Aligning voice and response style with your brand’s public image
- Offering a more personal tone when appropriate, or working with copy-paste templates when required
- Recognizing when issues need escalation and communicating it clearly to users
💞 Connection Meets Care
- Helping customers feel heard, not managed
- Building loyalty through communication that is respectful and real
- Supporting internal teams with customer insights and reporting when needed
Social care is public. I help brands show up well in the comments — with a voice that’s calm, informed, and genuinely helpful.
MARIE-SOPHIE GERMAIN 