Social Media Customer Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Social Media Customer Support Team Lead based in Canada. This role offers the opportunity to lead the daily operations and performance of a customer support team responsible for public-facing interactions across major social media platforms. You will oversee coverage, workload distribution, response times, service levels, interaction quality, and team productivity across channels such as Instagram, Facebook, TikTok, and X. The position combines people leadership, quality assurance, performance management, escalation handling, and social media customer experience. You will coach team members, monitor customer sentiment, reinforce brand voice standards, and address sensitive cases requiring additional judgment. By analyzing performance data and recurring customer issues, you will help identify opportunities to improve workflows and service quality. This is a full-time remote role suited to a proactive leader who can balance operational execution with a professional and empathetic customer experience. \n Accountabilities: - Oversee daily social media support workflows and ensure appropriate coverage across Instagram, Facebook, TikTok, X, and other relevant channels. - Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels across the team. - Track response times, SLA adherence, productivity, engagement quality, and other operational performance indicators. - Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality. - Identify recurring customer concerns, emerging trends, risks, and opportunities for service improvement. - Monitor team attendance, working hours, schedule adherence, and compliance with internal policies. - Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions. - Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations. - Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions.

- Support onboarding and ongoing training for Social Media Support team members. - Communicate updates regarding brand voice, policies, platform changes, campaigns, and escalation procedures. - Prepare and deliver performance reports covering CSAT, response time, customer sentiment, quality, productivity, and other relevant metrics. - Escalate performance, attendance, policy, or customer experience concerns to leadership when appropriate. - Maintain consistent customer service standards and brand representation across all social media channels. - Collaborate with leadership and other support teams to improve workflows, processes, and the overall customer experience. Requirements: - 1+ year of experience in customer support, social media moderation, team leadership, or a comparable supervisory role. - Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X. - Experience managing customer interactions in public-facing social media environments. - Excellent written communication skills, with a strong understanding of professional tone, empathy, clarity, and brand voice. - Previous experience coaching, mentoring, or supervising customer support team members is preferred. - Strong organizational and time-management skills, with the ability to manage multiple priorities in a high-volume environment. - Experience monitoring team performance, quality, productivity, or customer service KPIs. - Strong problem-solving skills and sound judgment when managing escalated or sensitive customer situations. - Ability to balance quality monitoring, team coaching, and day-to-day operational execution. - Comfortable working independently, making decisions, and remaining aligned with leadership expectations.