Social Media Customer Care Supervisor

Job Description

REQUIREMENTS

• High school diploma or equivalent required
• Minimum of 2 years of experience in a customer service role, preferably within a social media or digital environment; previous supervisory experience is highly desirable
• Strong leadership and team management abilities
• Proficient in social media platforms such as Facebook, Twitter, Instagram, and LinkedIn
• Ability to analyze performance metrics and generate reports
• Familiarity with customer service tools and software
• Flexibility to work various shifts, including weekends and holidays

RESPONSIBILITIES

• Participate in live chat by engaging with agents, answering questions, and supporting troubleshooting and research needs
• Track and analyze team performance metrics, including response times, resolution rates, and customer satisfaction, while providing actionable feedback
• Deliver onboarding and ongoing training sessions, and create training materials and best practice resources
• Review customer interactions to confirm compliance with company policies, procedures, and quality standards
• Resolve escalated customer issues promptly and collaborate with other departments to reach effective outcomes
• Prepare and contribute to regular reports on team performance, customer feedback, and key metrics
• Improve customer service processes while supporting social media engagement strategies and ensuring effective use of customer care tools with enhancement recommendations

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