Senior Social Customer Service Manager Job Description Template
Our company is looking for a Senior Social Customer Service Manager to join our team.
Responsibilities:
- Own and report KPIs and insights to the Head of Community Operations;
- Proactively research new social spaces to provide support;
- Create and implement a social customer service strategy to deliver fantastic customer experience on our social media channels;
- Act as a partner and ally to our brand, creative and communication teams, to ensure that our approach is consistent in all the channels;
- Manage and coach the Social Community Operations Manager;
- Keep on top of new trends and best practises in social customer service;
- Manage and assist with ad-hoc projects;
- Advocate for the user base you support and provide a user voice to the wider company;
- Strive for workflow efficiencies to improve the support provided in social channels.
Requirements:
- Proven experience in social customer service (minimum 3 years);
- Experience working with Social media CS software and tools like JIRA is preferable;
- Excellent command of English, both written and spoken. Other European languages a real plus;
- In depth knowledge of social platforms and how to use them;
- Bachelor’s degree or equivalent;
- Good knowledge of, and passion for, the online industry.