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Job Description
- Leads a team of Social Media Customer Service Specialists and QA analysts
- Builds and sustains a positive culture that is engaging, empowering, and focused on our purpose and vision
- Exhibits ownership while providing appropriate solutions to complex customer issues and resolve escalated situations
- Establishes growth mindset practices that support development and succession planning.
- Applies data-driven Continuous Improvement methods that drive measurable process improvement
- Uses strategic decision-making to manage multiple competing priorities effectively
- Serves as a subject matter expert for customer service in the social media space
- Provides frequent motivational performance feedback to drive performance
- Lead day-to-day social media customer care activities (listening/monitoring and escalating/responding), including triage methodology, prioritization of inbound messages, response rate and response time of outbound 1:1 message, and quality control
- Be comfortable dealing with high-pressure escalations, grey areas and pulling in cross-functional experts, when appropriate, to resolve issues swiftly
Job Requirements
- 4+ years of experience in customer care or community management, with at least 2+ years working in a social media community
- Deep understanding of social media and customer service processes and procedures, with willingness to continually learn/adapt to new technology and strategies
- Strong attention to detail, including the ability to quickly dissect and document a situation into a concise "story" for future learning
- Customer obsessed and data-oriented to see through change that can fundamentally help grow the business
- Exceptional creative writing and excellent verbal and written communication skills
- Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)
- Superior emotional intelligence, a kind and empathetic disposition
- Possess a sensational personality, tons of patience, and the willingness to get involved in day to day activities
- Crisis management for social media
- Provide clear, constructive direction and feedback
- Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
- Value and appreciate the customer perspective
- Possibility of weekend work.
