We are seeking a skilled and customer-obsessed Social Media Customer Care Manager to lead our digital support operations across key social platforms. This role is perfect for an experienced professional with a strong background in customer service and social media engagement. You will manage a team of associates, oversee day-to-day response workflows, and ensure a consistent, brand-aligned customer experience across all digital touchpoints.
• Team Leadership & Operations Management:
Lead, coach, and support a team of Social Media Customer Care Associates across platforms such as Facebook, Twitter/X, Instagram, LinkedIn, and TikTok.
Allocate resources and shifts to ensure timely response and full coverage, including evenings, weekends, or high-volume periods.
Monitor team performance, conduct quality assurance checks, and hold regular coaching sessions.
• Customer Engagement & Escalation Handling:
Ensure timely and empathetic responses to customer inquiries, complaints, and feedback.
Handle high-priority or sensitive customer cases, ensuring resolution and alignment with brand standards.
Collaborate with other departments (PR, Legal, Customer Experience) for issue resolution and risk management.
• Process Optimization & Strategy Execution:
Develop and improve workflows, response templates, escalation paths, and tone guidelines.
Identify gaps or inefficiencies in social support processes and implement improvements.
Contribute to the broader social care strategy and ensure alignment with brand voice and business goals.
• Reporting & Insights:
Track daily and weekly KPIs including response time, resolution rate, customer sentiment, and issue categories.
Provide regular reports and insights to senior management, highlighting trends, customer pain points, and team performance.
Support social listening efforts and provide feedback to marketing, product, and service teams.
• Cross-Functional Collaboration:
Work with digital, marketing, and customer experience teams to support campaigns, launches, or crisis communication.
Ensure alignment on messaging, promotions, and customer expectations across social media touchpoints.
Represent the customer voice in cross-functional planning meetings.
Managing day-to-day customer care across social platforms
Leading and developing a high-performing social care team
Ensuring brand-aligned, empathetic, and timely customer responses
Optimizing social support processes and identifying efficiency gains
Reporting on social customer service trends and team metrics
Bachelor’s degree in Communications, Marketing, Business, or a related field
4–6 years of experience in customer care, with at least 1–2 years in a supervisory or team lead role
Proven experience handling customer interactions on social media platforms
Familiarity with social engagement and support tools (e.g., Sprinklr, Khoros, Hootsuite, Zendesk)
Experience with CRM systems, ticketing platforms, and reporting dashboards
Strong leadership and team management skills
Excellent written communication and problem-solving abilities
Customer-first mindset with attention to tone and brand alignment
Organized and analytical, with the ability to prioritize and multitask
Ability to stay calm and professional under pressure, especially during crisis situations