Social Media Customer Support Team Lead

About the role

We are seeking an organized, proactive, and customer‑focused Social Media Customer Support Team Lead to manage the day‑to‑day workflow of our Social Media Support team. The role ensures proper coverage across Instagram, Facebook, TikTok and X, maintains response‑time and quality standards, and delivers a consistent, professional brand experience in public‑facing interactions.

Key responsibilities

• Oversee daily social media support workflow and guarantee coverage across all platforms.
• Monitor ticket distribution, response times, SLA adherence, productivity and engagement quality.
• Review customer interactions for tone, accuracy, brand voice, professionalism and resolution quality.
• Identify recurring issues, trends, risks and opportunities for improvement.
• Track attendance, schedule adherence and compliance with internal policies.
• Provide real‑time coaching, feedback and guidance to improve team performance.
• Conduct regular 1:1s, manage escalated cases and ensure timely, brand‑aligned resolutions.
• Support onboarding, training and communicate updates on brand voice, policies and platform changes.
• Prepare performance reports covering CSAT, response time, sentiment, quality and productivity.

Required profile

• At least 1 year of experience in customer support, social media moderation or team leadership.
• Strong understanding of Instagram, Facebook, TikTok and X.
• Excellent written communication with a focus on tone, professionalism and brand voice.
• Experience coaching, mentoring or supervising support team members (preferred).
• Proven ability to monitor performance metrics, quality and productivity.
• Strong problem‑solving skills and sound judgment in handling escalated or sensitive situations.