Social Media Customer Support Team Lead
Core
Lead daily operations and performance of a customer support team handling public-facing interactions across major social media platforms.
Role type
Senior IC social media customer support team lead
Builds
Customer support workflows and brand-aligned resolutions across Instagram, Facebook, TikTok, and X
Domain
Social media customer service
Deliverable
dashboards & analysis
Required skills
Team leadership, social media platform expertise, quality assurance, performance management, escalation handling, brand voice enforcement, data analysis, coaching, scheduling management
Preferred skills
E-commerce or consumer products experience, experience with customer support platforms, prior team mentoring
Technologies
Social media management tools, reporting systems
Responsibilities
Oversee daily social media support workflows and coverage; Monitor ticket distribution and service levels; Track response times, SLA adherence, and productivity metrics; Review customer interactions for tone, accuracy, and brand voice; Identify recurring customer concerns and improvement opportunities; Manage escalated and sensitive social media cases; Prepare performance reports on CSAT and sentiment; Conduct one-on-one meetings for employee development; Support onboarding and training for team members.
Seniority
Senior, hands-on IC
