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Social Media Customer Support Team Lead
Incubator Lab. Oversee the daily social media support workflow and ensure proper coverage across Instagram, Facebook, TikTok, and X .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in social media management, customer support, and team leadership, with a strong focus on performance monitoring, coaching, and maintaining brand voice across platforms. Proven ability to analyze customer interactions and improve workflows to enhance the overall customer experience.
Highest-signal resume keywords
Social Media ManagementCustomer Support ExperienceTeam LeadershipPerformance MonitoringCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service KPIsQuality MonitoringTime ManagementProblem-SolvingEscalated Customer Situations
Soft Skills
Written CommunicationOrganizational SkillsJudgmentMotivationAccountability
Tools & Technologies
Social Media Management ToolsCustomer Support PlatformsReporting SystemsWhen I Work
Industry Keywords
E-CommerceHealthWellnessSupplementsConsumer Products
About the role
Key responsibilities & impact- Oversee the daily social media support workflow and ensure proper coverage across Instagram, Facebook, TikTok, and X
- Monitor ticket distribution and balance workloads across team members
- Monitor response times, SLA adherence, productivity, and engagement quality
- Review customer interactions for tone, accuracy, brand voice, professionalism, and resolution quality
- Identify recurring customer issues, trends, risks, and improvement opportunities
- Track team attendance, time, schedule adherence, and compliance with internal policies
- Provide real-time coaching, feedback, and guidance
- Conduct regular 1:1s and address performance gaps
- Manage escalated and sensitive social media cases
- Support onboarding and ongoing training
- Communicate updates about brand voice, policies, platform changes, campaigns, and escalation procedures
- Prepare and deliver performance reports covering CSAT, response time, sentiment, quality, and productivity
- Escalate performance, attendance, policy, or customer experience concerns to leadership
- Maintain consistent customer service standards across social media channels
- Collaborate with leadership and support teams to improve workflows and customer experience
Requirements
What you’ll need- 1+ year of experience in customer support, social media moderation, team leadership, or a supervisory role
- Strong understanding of Instagram, Facebook, TikTok, and X
- Experience handling customer interactions in public-facing social media environments
- Excellent written communication skills and understanding of tone, professionalism, and brand voice
- Previous experience coaching, mentoring, or supervising customer support team members is preferred
- Strong organizational and time-management skills
- Experience monitoring team performance, quality, productivity, or customer service KPIs
- Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations
- Ability to balance quality monitoring, team coaching, and daily operational execution
- Comfortable working independently and making decisions while remaining aligned with leadership expectations
- Proven ability to motivate team members while maintaining accountability and performance standards
- Comfortable working in a fast-paced, high-volume environment
- Experience with customer support platforms, social media management tools, or reporting systems is a plus
- Experience in e-commerce, health, wellness, supplements, or consumer products is a plus
- Reliable internet connection and suitable remote work environment
- Ability to work EST-based hours on a fixed schedule
- Availability for an 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch
- Ability to clock in/out using When I Work
- Potential availability for additional hours or extended coverage based on business needs
Benefits
Comp & perks- Fixed schedule based on business needs and customer support coverage
- Remote work
- At least 5 working days of rotational time off based on staffing and coverage requirements