We are seeking a hands-on and detail-oriented Social Media Customer Care Supervisor to oversee daily operations and team performance across social support channels. This role is ideal for a customer service professional with leadership experience and a solid understanding of social media platforms. You’ll be responsible for supervising a team of associates, ensuring response quality, and maintaining a positive brand presence through timely and empathetic digital communication.
• Team Supervision & Performance Monitoring:
Supervise a team of Social Media Customer Care Associates to ensure timely, accurate, and brand-consistent responses across platforms.
Monitor response quality, tone, and resolution rates, providing real-time feedback and coaching.
Schedule and manage shift coverage to ensure 24/7 or peak-hour support coverage as required.
• Issue Escalation & Complex Support:
Handle escalated customer issues, sensitive complaints, or high-risk public interactions.
Ensure appropriate and professional handling of crises, misinformation, or brand reputation risks.
Collaborate with senior managers, PR, or Legal for complex or high-visibility cases.
• Quality Assurance & Process Adherence:
Ensure associates follow workflows, response templates, and escalation procedures.
Conduct regular QA reviews and provide one-on-one coaching to improve team performance.
Support the development of internal guides and updates to the tone of voice or communication playbooks.
• Reporting & Insights:
Track daily metrics such as response time, sentiment, resolution rate, and team productivity.
Identify recurring customer issues and report insights to management for service improvements.
Provide shift summaries, trend reports, and performance updates.
• Cross-Team Coordination:
Work closely with the customer service, marketing, and social media teams to align messaging and resolve service issues.
Coordinate campaign support, product launch coverage, and holiday or high-volume planning.
Assist with onboarding and training of new associates.
Supervising daily social media support operations
Ensuring team quality, consistency, and timely responses
Handling escalated or complex customer interactions
Supporting reporting, coaching, and performance improvement
Aligning team execution with brand voice and company policies
Bachelor’s degree in Communications, Marketing, Business, or a related field
3–5 years of experience in customer service, with 1–2 years in a supervisory or senior associate role
Experience handling social media customer care on platforms like Facebook, Instagram, Twitter/X, TikTok, LinkedIn
Familiarity with social media engagement tools (e.g., Sprinklr, Khoros, Hootsuite) and CRM/ticketing systems
Strong understanding of digital communication etiquette and brand protection
Strong leadership and team supervision skills
Excellent written communication with a professional, empathetic tone
Ability to handle pressure and resolve conflicts calmly and efficiently
Detail-oriented with a focus on quality and consistency
Organized and proactive, with a passion for delivering excellent digital customer service