Social Media Customer Support Team Lead
New
J
JobgetherCustomer support
Based in Canada, Fixed schedule aligned with EST-based business hours.ContractLead
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 comparable supervisory role.
- Required Skills
- Quality Assurance
Requirements
- Have at least 1 year of experience in customer support, social media moderation, team leadership, or a comparable supervisory role.
- Understand social media platforms, particularly Instagram, Facebook, TikTok, and X.
- Have experience managing customer interactions in public-facing social media environments.
- Demonstrate strong written communication, including professional tone, empathy, clarity, and brand voice.
- Have experience monitoring team performance, quality, productivity, or customer service KPIs.
- Use sound judgment and problem-solving when handling escalated or sensitive customer situations.
- Be able to balance quality monitoring, team coaching, and day-to-day operational execution.
- Manage multiple priorities in a high-volume environment and adapt to changing priorities.
- Be able to work independently while staying aligned with leadership expectations.
- Work a fixed schedule aligned with EST-based business hours.
- Have a reliable internet connection and suitable remote working environment.
Responsibilities
- Oversee daily social media support workflows and ensure coverage across relevant channels.
- Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels.
- Track response times, SLA adherence, productivity, engagement quality, and other operational indicators.
- Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality.
- Identify recurring customer concerns, emerging trends, risks, and service improvement opportunities.
- Coach team members through real-time feedback and regular one-on-one meetings.
- Manage escalated and sensitive social media cases and support onboarding and ongoing training.
- Prepare performance reports covering CSAT, response time, customer sentiment, quality, and productivity.
- Collaborate with leadership and other support teams to improve workflows, processes, and customer experience.
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