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Come work with us! Building the worlds largest platform for like-new clothing is a unique and exciting opportunity and a chance to improve the lives of families while reducing our impact on the planet.

Customer Support Representative - Social Media

San Leandro, CA - Full-time

apply now
About thredUP

thredUP is the largest online marketplace for secondhand clothing. We make buying and selling a cinch for millions of women across the globe. The company resells more than 35,000 brands across hundreds of categories at up to 90% off the original retail value. Headquartered in downtown San Francisco and backed by world-class investors, thredUP is reinventing the secondhand clothing industry and inspiring a new generation of consumers to think secondhand first.

About the Role

You are passionate about providing excellent support. You enjoy tackling a challenge head on and never shy away from an opportunity to learn and grow. You love social media and understand the importance of customer happiness and engagement to build a thriving community.

You never shy away from an opportunity to take on challenges (big and small!), and are eager to learn and grow. You love engaging with people and understand the importance of brand consistency. You are empathetic and perceptive and can identify the tone of a conversation and adjust your approach accordingly.

You are proactive and always anticipate the needs of a situation as it pertains to the customer, the situation and the platform. You’re not afraid to be yourself, and you have a desire to connect with others in a genuine way.

You communicate openly and respectfully with teammates. You accept ownership over the quality of your work, and take initiative to keep improving. You’re an innovator who can think of solutions to the trickiest conundrums. You bring compelling ideas to the table in an effort to catalyze positive change.

*This is NOT a remote position. All candidates must be able to sit onsite in our San Leandro, CA office


  • Respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community
  • Engage with customers in a way that drives brand preference and underscores our mission with a focus on how the nuances of the thredUP brand translate to community management on social media
  • Interact with, request rights to, and maintain online presence of user-generated content and photography, mainly from our community on Instagram
  • Social media contest management and fulfillment on a weekly and monthly basis
  • Create and/or coordinate content as needed for use on company social channels
  • Maintain the highest level of professionalism when managing sensitive issues
  • Demonstrate empathy while providing thoughtful and prompt resolutions
  • Develop a friendly rapport with customers, often in 140 characters or less
  • Research complex and escalated situations and recommend solutions
  • Provide thoughtful, strategic insight regarding customer requests and service-related trends to our development, product, and marketing, teams
  • Manage external review sites to provide followUP and resolution to customer concerns.


  • 1-3 years in a customer support role, with experience providing support via social media.
  • Strong computer and typing skills. Particularly high level of comfort in web-based applications and navigation between tools.
  • Experience with social media engagement platforms a plus
  • Exceptional written communication skills with keen attention to detail
  • Bachelor's degree or equivalent experience.

*This is NOT a remote position. All candidates must be able to sit onsite in our San Leandro, CA office