u/Connect_Fuel_8939

Key Responsibilities •Oversee daily social media support workflow, ensuring proper coverage across platforms (e.g., Instagram, Facebook, TikTok, X) and balanced ticket distribution

• Monitor response times, SLA adherence, and engagement quality across all social channels, identifying trends, risks, and recurring issues
• Track time, attendance, and adherence to internal policies, escalating patterns or concerns when needed
• Review customer interactions for tone, accuracy, brand voice, and resolution quality to ensure a consistent customer experience
• Provide real-time coaching, feedback, and guidance to improve team performance in public-facing communication
• Conduct regular 1:1s with team members to support development, address performance gaps, and reinforce expectations
• Manage escalated social media cases, ensuring timely, thoughtful, and brand-aligned resolutions
• Support onboarding and continuous training, including updates on brand voice, platform changes, and escalation procedures
• Prepare and deliver performance reports covering CSAT, response time, sentiment trends, and team productivity
• Communicate updates, policy changes, campaign launches, and priority issues clearly and consistently to the team

What We’re Looking For

• Minimum 1+ year experience in customer support, social media moderation, or team leadership/supervisory roles
• Strong understanding of social media platforms and experience handling customer interactions in public-facing environments
• Excellent written communication skills with a strong grasp of tone, brand voice, and professionalism
• Strong organizational, reporting, and problem-solving abilities in a fast-paced environment
• Ability to balance quality monitoring, team coaching, and operational execution
• Comfortable making decisions independently while maintaining alignment with leadership expectations
• Proven ability to motivate a team while maintaining accountability and performance standards

https://customerservicewiki.notion.site/d0f6c8952148821d84bd01f38ab16a78?pvs=105