Social Media Customer Support Team Lead
New
I
Incubator LabCustomer Support
Argentina / Chile / South Africa / Central African Republic / Worldwide, EST hoursContractLead
Salary8 USD per hour
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Job Details
- Experience
- 1+ year of experience in customer support, social media moderation, team leadership, or a supervisory role
- Required Skills
- Quality AssuranceCustomer support
Requirements
- 1+ year of experience in customer support, social media moderation, team leadership, or a supervisory role
- Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X
- Experience handling customer interactions in public-facing social media environments
- Excellent written communication skills with a strong understanding of tone, professionalism, and brand voice
- Previous experience coaching, mentoring, or supervising customer support team members is preferred
- Strong organizational and time-management skills
- Experience monitoring team performance, quality, productivity, or customer service KPIs
- Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations
- Ability to balance quality monitoring, team coaching, and daily operational execution
- Reliable internet connection and suitable remote work environment
Responsibilities
- Oversee the daily social media support workflow and ensure proper coverage across platforms including Instagram, Facebook, TikTok, and X
- Monitor ticket distribution and ensure workloads are balanced across team members
- Monitor response times, SLA adherence, productivity, and engagement quality across social channels
- Review customer interactions for tone, accuracy, brand voice, professionalism, and resolution quality
- Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions
- Conduct regular 1:1s with team members to provide feedback, support development, and address performance gaps
- Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions
- Prepare and deliver performance reports covering metrics such as CSAT, response time, sentiment, quality, and team productivity
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