Job
Description
Role Overview: As a Social Support Lead, you will support the Social Support Manager in leading, coaching, and developing a team of social servicing agents. Your responsibilities will include overseeing daily operations, ensuring KPIs are met, and maintaining a high standard of customer care across all social platforms. Acting as a bridge between frontline agents and the manager, you will help set performance expectations, resolve escalations, and foster a culture of continuous improvement. Key Responsibilities: - Assist the Social Support Manager in leading and motivating the social support team to meet or exceed service KPIs. - Oversee day-to-day workflows, ensuring timely and high-quality responses to customer queries and comments on social media. - Provide on-the-floor support to agents, offering guidance, feedback, and solutions in real time. - Conduct regular team huddles to align on priorities, updates, and best practices. - Monitor agent performance against KPIs such as response time, resolution rate, customer satisfaction, and tone of voice adherence. - Conduct quality checks on agent interactions, providing constructive feedback and coaching. - Identify training needs and work with the manager to arrange skill-building sessions. - Serve as the first point of contact for customer escalations, resolving issues quickly and professionally. - Work with the Social Servicing Manager to escalate complex cases to other departments when necessary. - Partner with the Social Servicing Manager to develop and refine workflows, scripts, and servicing guidelines. - Share insights from frontline interactions to help improve service processes and content strategies. - Collaborate with cross-functional teams (Marketing, CX, Risk, etc.) to ensure consistent customer messaging. - Assist in tracking and reporting on team performance, volume trends, and emerging service challenges. Provide input to the Social Servicing Manager on staffing needs, scheduling, and resource allocation. Qualifications Required: - Bachelor's degree or equivalent professional experience. - 3+ years experience in social media servicing or customer care, with at least 1 year in a leadership or senior agent role. - Strong people management and coaching skills. - Excellent problem-solving abilities and decision-making under pressure. - Proficiency with social servicing and listening tools (e.g., Sprinklr, Brandwatch, Sprout Social). - Strong written and verbal communication skills in English. - Ability to multitask and prioritize in a fast-paced environment. Additional Company Details: This role offers a competitive salary, stock options, and benefits from Day 1. You will have comprehensive health insurance coverage, including mental health support and wellness programs. The company follows a hybrid work model and provides various time off programs, monthly transport and work-from-home allowances, and a high-growth, mission-driven, inclusive culture where your work has real impact.,
