Social Media Customer Support Team Lead

Accountabilities:

• • Oversee daily social media support workflows and ensure appropriate coverage across Instagram, Facebook, TikTok, X, and other relevant channels.
  • Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels across the team.
  • Track response times, SLA adherence, productivity, engagement quality, and other operational performance indicators.
  • Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality.
  • Identify recurring customer concerns, emerging trends, risks, and opportunities for service improvement.
  • Monitor team attendance, working hours, schedule adherence, and compliance with internal policies.
  • Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions.
  • Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations.
  • Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions.
  • Support onboarding and ongoing training for Social Media Support team members.
  • Communicate updates regarding brand voice, policies, platform changes, campaigns, and escalation procedures.
  • Prepare and deliver performance reports covering CSAT, response time, customer sentiment, quality, productivity, and other relevant metrics.
  • Escalate performance, attendance, policy, or customer experience concerns to leadership when appropriate.
  • Maintain consistent customer service standards and brand representation across all social media channels.
  • Collaborate with leadership and other support teams to improve workflows, processes, and the overall customer experience.

  Requirements:

  • 1+ year of experience in customer support, social media moderation, team leadership, or a comparable supervisory role.
  • Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X.
  • Experience managing customer interactions in public-facing social media environments.
  • Excellent written communication skills, with a strong understanding of professional tone, empathy, clarity, and brand voice.
  • Previous experience coaching, mentoring, or supervising customer support team members is preferred.
  • Strong organizational and time-management skills, with the ability to manage multiple priorities in a high-volume environment.
  • Experience monitoring team performance, quality, productivity, or customer service KPIs.
  • Strong problem-solving skills and sound judgment when managing escalated or sensitive customer situations.
  • Ability to balance quality monitoring, team coaching, and day-to-day operational execution.
  • Comfortable working independently, making decisions, and remaining aligned with leadership expectations.
  • Ability to motivate team members while maintaining accountability and performance standards.
  • Comfortable working in a fast-paced environment with changing priorities and high customer interaction volumes.
  • Experience with customer support platforms, social media management tools, or reporting systems is a plus.
  • Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous.
  • Reliable internet connection and a suitable remote working environment.
  • Ability to work a fixed schedule aligned with EST-based business hours.

  Benefits:

  • $8 per hour compensation.
  • Full-time contract position.
  • Fully remote work arrangement.
  • Fixed EST-based schedule based on customer support coverage needs.
  • 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch.
  • Opportunity to lead and develop a social media customer support team across multiple major platforms.
  • Hands-on experience across customer experience, social media engagement, quality assurance, and team performance.
  • Opportunity to contribute directly to workflow improvements and customer experience initiatives.
  • At least 5 working days of rotational time off based on staffing and coverage requirements.
  • Potential for additional hours or extended coverage based on business needs.