This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Social Media Customer Support Team Lead based in India.
This role offers the opportunity to lead the daily operations and performance of a customer support team responsible for public-facing interactions across major social media platforms. You will oversee coverage, workload distribution, response times, service levels, interaction quality, and team productivity across channels such as Instagram, Facebook, TikTok, and X. The position combines people leadership, quality assurance, performance management, escalation handling, and social media customer experience. You will coach team members, monitor customer sentiment, reinforce brand voice standards, and address sensitive cases requiring additional judgment. By analyzing performance data and recurring customer issues, you will help identify opportunities to improve workflows and service quality. This is a full-time remote role suited to a proactive leader who can balance operational execution with a professional and empathetic customer experience.
Accountabilities:
- Oversee daily social media support workflows and ensure appropriate coverage across Instagram, Facebook, TikTok, X, and other relevant channels.
- Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels across the team.
- Track response times, SLA adherence, productivity, engagement quality, and other operational performance indicators.
- Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality.
- Identify recurring customer concerns, emerging trends, risks, and opportunities for service improvement.
- Monitor team attendance, working hours, schedule adherence, and compliance with internal policies.
- Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions.
- Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations.
- Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions.
- Support onboarding and ongoing training for Social Media Support team members.
- Communicate updates regarding brand voice, policies, platform changes, campaigns, and escalation procedures.
- Prepare and deliver performance reports covering CSAT, response time, customer sentiment, quality, productivity, and other relevant metrics.
- Escalate performance, attendance, policy, or customer experience concerns to leadership when appropriate.
- Maintain consistent customer service standards and brand representation across all social media channels.
- Collaborate with leadership and other support teams to improve workflows, processes, and the overall customer experience.
Requirements:
- 1+ year of experience in customer support, social media moderation, team leadership, or a comparable supervisory role.
- Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X.
- Experience managing customer interactions in public-facing social media environments.
- Excellent written communication skills, with a strong understanding of professional tone, empathy, clarity, and brand voice.
- Previous experience coaching, mentoring, or supervising customer support team members is preferred.
- Strong organizational and time-management skills, with the ability to manage multiple priorities in a high-volume environment.
- Experience monitoring team performance, quality, productivity, or customer service KPIs.
- Strong problem-solving skills and sound judgment when managing escalated or sensitive customer situations.
- Ability to balance quality monitoring, team coaching, and day-to-day operational execution.
- Comfortable working independently, making decisions, and remaining aligned with leadership expectations.
- Ability to motivate team members while maintaining accountability and performance standards.
- Comfortable working in a fast-paced environment with changing priorities and high customer interaction volumes.
- Experience with customer support platforms, social media management tools, or reporting systems is a plus.
- Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous.
- Reliable internet connection and a suitable remote working environment.
- Ability to work a fixed schedule aligned with EST-based business hours.
Benefits:
- $8 per hour compensation.
- Full-time contract position.
- Fully remote work arrangement.
- Fixed EST-based schedule based on customer support coverage needs.
- 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch.
- Opportunity to lead and develop a social media customer support team across multiple major platforms.
- Hands-on experience across customer experience, social media engagement, quality assurance, and team performance.
- Opportunity to contribute directly to workflow improvements and customer experience initiatives.
- At least 5 working days of rotational time off based on staffing and coverage requirements.
- Potential for additional hours or extended coverage based on business needs.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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