• Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy • Troubleshoot and resolve basic technical and product issues through clear, concise written communication • Maintain a warm, consistent Nanit brand voice across all public and private customer interactions • Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners • Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through • Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience