Social Media Team Lead
R
RosabellaWellness Supplements
Based in the Philippines or LATAM.Full-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Required Skills
- Customer service
Requirements
- Prior customer service experience, including direct experience moderating comments or managing DMs on social platforms.
- Prior experience leading, supervising, or mentoring a team.
- Strong written English with a clear, professional, and warm tone.
- Comfortable making fast, sound judgment calls on public-facing content.
- A reliable backup device and internet connection.
- A working camera for coaching sessions and team meetings.
- Experience in DTC, e-commerce, or subscription customer service (preferred).
- Experience with Richpanel or a comparable helpdesk/social inbox platform (preferred).
- Experience handling negative comment or reputation situations on social media (preferred).
Responsibilities
- Lead and manage a team of CS agents responsible for social comment moderation and DM response.
- Oversee moderation of public comments across social channels, ensuring brand-safe, on-voice responses and appropriate escalation.
- Oversee timely, accurate responses to direct messages, covering order issues, product questions, and general inquiries.
- Maintain and evolve macros and SOPs for the social channel.
- Own CSAT, response time, and resolution time targets for the social media channel.
- Run regular coaching sessions and team meetings, review agent responses, and give direct feedback.
- Resolve or route sensitive, high-visibility, or crisis-adjacent comments and DMs.
- Maintain accurate records of social interactions and escalations in Richpanel.
- Flag recurring issues, complaints, or trends to the Head of Customer Service.
View Full Description & ApplyYou'll be redirected to the employer's site
