Social Media Customer Support Team Lead

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Supervise the daily workflow of social media support and ensure adequate coverage on Instagram, Facebook, TikTok, and X.

• Oversee ticket allocation and maintain balance of workloads among team members.

• Track response times, adherence to service level agreements (SLA), productivity, and the quality of engagement.

• Evaluate customer interactions for tone, accuracy, brand voice, professionalism, and resolution effectiveness.

• Identify recurring customer issues, trends, risks, and opportunities for improvement.

• Monitor team attendance, time management, schedule compliance, and adherence to internal policies.

• Provide immediate coaching, feedback, and guidance.

• Conduct regular one-on-one meetings and address any performance gaps.

• Manage escalated and sensitive cases on social media.

• Assist in onboarding new team members and provide ongoing training.

• Communicate updates regarding brand voice, policies, platform changes, campaigns, and escalation procedures.

• Prepare and present performance reports that cover customer satisfaction (CSAT), response time, sentiment, quality, and productivity.

• Escalate concerns related to performance, attendance, policy, or customer experience to leadership.

• Maintain consistent customer service standards across all social media platforms.

• Collaborate with leadership and support teams to enhance workflows and customer experience.

⛳️ Requirements

• Minimum of 1 year of experience in customer support, social media moderation, team leadership, or a supervisory capacity.

• Strong familiarity with Instagram, Facebook, TikTok, and X.

• Experience managing customer interactions in public-facing social media settings.

• Exceptional written communication skills with a solid understanding of tone, professionalism, and brand voice.

• Prior experience in coaching, mentoring, or supervising customer support team members is preferred.

• Strong organizational and time management capabilities.

• Experience in monitoring team performance, quality, productivity, or customer service KPIs.

• Strong problem-solving abilities and sound judgment in handling escalated or sensitive customer situations.

• Ability to balance quality monitoring, team coaching, and daily operational tasks.

• Comfortable working autonomously and making decisions while adhering to leadership expectations.

• Proven ability to inspire team members while ensuring accountability and performance standards.

• Ability to thrive in a fast-paced, high-volume environment.

• Experience with customer support platforms, social media management tools, or reporting systems is an advantage.

• Background in e-commerce, health, wellness, supplements, or consumer products is a plus.

• Reliable internet connection and an appropriate remote work environment.

• Ability to work EST hours on a fixed schedule.

• Availability for an 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch break.

• Ability to clock in/out using When I Work.

• Potential availability for additional hours or extended coverage based on business requirements.

🏝️ Benefits

• Fixed schedule tailored to business needs and customer support coverage.

• Remote work opportunity.

• Minimum of 5 working days of rotational time off based on staffing and coverage necessities.