Senior Social Media Customer Service Manager

Job: Senior Social Media Customer Service Manager

Contract: 15 months FTC (With a possibility to lead to permanent)

Start: Immediate

Salary: £38,000 per annum + 10% Bonus

Location: Fully remote – you must be based in the UK with a right to work

Our client is a well-established digital networking platform, they are currently looking for a passionate and driven individual to join their community management service team. The Social Community Manager will be responsible for providing customer support to users on social media, analysing customer behaviour and communicating feedback to internal teams.

KEY Responsibilities

• Hire, train, mentor and directly manage a team of four in-house Community Operations managers
• Work with the Community Operations Lead, and oversee the whole customer service operation for the brand
• Take ownership of customer support guidelines
• Monitor KPIs as well as other key metrics for your team
• Analyse existing customer service procedures and reconcile any gaps or conflicts, and maintain a consistent and efficient approach
• Identify problematic areas and opportunities in the queues and proactively propose new options and changes
• Be the key decision maker and tie breaker in the most extreme Community Operations cases
• Cultivate relationships and collaborate cross-functionally with Product, Billing, Member Safety, Global Social Media team and other stakeholders across the company
• Produce and share weekly/monthly analytics reports with key stakeholders across the business
• Lead the fortnightly Community Operations meetings

Requirements

• Bachelor’s degree or equivalent
• 2+ years of experience working as a manager in a customer service department
• Around 4+ years of experience in customer service (This should be related to providing service over social media channels)
• Excellent command of English written and spoken
• In depth knowledge of social media platforms and how to use them (Essential)
• Strong attention to detail and critical thinking
• Experience working with Social Media CS software and tools like JIRA is preferable – experience with Khoros will be a real plus
• Good knowledge of, and passion for, the online industry