Social Media Manager

• 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

Social Media Manager jobs in Worldwide

Social Media Customer Support Team Lead