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
Team Lead, Social Media Customer Support
Builds
Customer support operations and brand representation across social channels
Domain
Social Media / Customer Experience
Deliverable
dashboards & analysis
Required skills
Team leadership, Social media platform management, Quality assurance, Performance management, Escalation handling, Workflow optimization
Preferred skills
Coaching and mentoring, E-commerce or consumer products experience, Social media management tools proficiency
Responsibilities
Oversee daily social media support workflows and coverage, Monitor ticket distribution and service levels, Track response times and productivity metrics, Review customer interactions for brand voice and quality, Identify recurring customer concerns and improvement opportunities, Manage escalated and sensitive social media cases
Seniority
Individual Contributor, Team Lead
