About the Role
Sort works on any queries/concerns raised on Social Media, namely Twitter, Facebook, and Instagram. We are directly involved in upholding the brand image by providing excellent support on social media platforms.
The Social Media Response Team (SoRT) is a fast-paced and diverse team that provides social media support for Uber rides & EATS businesses across India, Bangladesh and Sri Lanka. This team's primary objective is to address social media concerns within SLA, analyze the root cause, and provide valuable insights to internal partners as the VOC (Voice of Customer).
What the Candidate Will Need / Bonus Points
- Lead and develop a team of 10-15 Community Operations Specialists (COS), responsible for their overall performance
- Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
- Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
- Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
- Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
- Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
- Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis
- Basic Qualifications -
- 2+ years of experience
- Strong People and Partner leadership skills
- Graduate
- Preferred Qualifications -
- Drive Strong performance across all efficiency and quality important metrics for your team Experience in mentoring new hires and coordinating their onboarding is preferred
- Solid understanding of team metrics and an analytical bent of mind to identify trends in data and work on the same
- Since SoRT replies on social media, command of the English language is quintessential, verbal and written.
- Social Media process knowledge would be an added advantage
- Expertise to look for opportunities to engage better on the platform and develop delighters
- Strong analytical skills in identifying trends in data and working on the same, strong Google Sheets skills, and SQL would be an added advantage
- A validated authority in carrying out policy changes/support logic
- Positive influencer and strong Uber culture advocate
- Is a role model to the team and recognized as an SME for their LOB
- Validated ability to provide high-level support for issues
- Recognize opportunities in the process and suggest solutions/improvements
- Understanding of partner management and experience of the same is preferred
- Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
- Comfortable with working directly with various levels of leadership
- Strong time leadership skills
- Strong communication skills
- Ability to quickly adapt to change
- Ability to pick up on trends and provide insights
