Social Media Team Lead

Location:

Contact: Charlie HR - 7330616341 (Only WhatsApp Mention for which role your applying social media TL OR SME)

Joiner preference:

Overview

Roles and responsibilitiesTeam leadership:

• Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets.
• Conduct regular team meetings to discuss updates, feedback, and performance.
• Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement.
• Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs).

Subject Matter Expertise (SME):

• Serve as the final escalation point for critical customer issues and ensure swift and effective resolution.
• Maintain a deep understanding of company policies and compliance standards related to social media interactions.
• Conduct root-cause analysis on recurring issues and collaborate with management and other teams to implement process improvements.
• Stay updated on social media platforms' guidelines and best practices for customer service.

Escalation and resolution:

• Oversee the handling of complex and escalated customer issues received via social media channels, including Twitter, Facebook, and Instagram.
• Develop and implement clear procedures for handling different types of escalations, including VIP, regulatory, and legal matters.
• Provide timely, professional, and empathetic written responses to customer inquiries.
• Collaborate with cross-functional teams, such as legal, marketing, and product, to resolve issues.

Compliance and reporting:

• Ensure that all social media interactions adhere to company policies and regulatory guidelines.
• Maintain accurate and detailed records of all social media interactions and their resolutions.
• Prepare and present performance reports on escalation trends and resolution metrics to management.
• Use social listening tools to monitor brand sentiment and proactively address potential issues.

Desired candidate profile

• Must be an immediate joiner.
• Proven experience in a social media compliance, moderation, or escalation role (non-voice) is mandatory.
• Strong experience in a team lead or supervisory capacity within a customer service environment.
• Excellent written communication, problem-solving, and conflict-resolution skills.
• Familiarity with various social media platforms and experience using social media management or CRM tools.
• Ability to work effectively under pressure and handle sensitive customer issues with maturity and confidentiality.
• Must be open to working six days a week with a rotational day off.