Job Description

Job Objective: We are seeking a highly skilled and motivated individual to join our company as an Assistant Manager for our Social Media Support Team. In this role, you will be responsible for leading a team of social media support specialists and ensuring the smooth operation of our social media support channels. You will work closely with the Brand Marketing team to understand tonality. The AM also needs to develop strategies, monitor performance, and drive customer satisfaction. Team Leadership: Provide strong leadership to a team of social media support specialists, including hiring, training, mentoring, and performance management. Strategy Development: Collaborate with the Social Media Manager to develop social media support strategies aligned with the company\'s goals and objectives. Channel Management: Oversee the day-to-day operations of social media support channels, including monitoring incoming messages, responding to customer inquiries and concerns, and ensuring timely resolution. Quality Assurance: Establish and maintain quality standards for social media interactions, ensuring consistent and exceptional customer service experiences. Performance Tracking: Analyze metrics and key performance indicators (KPIs) to track team performance, identify areas for improvement, and implement corrective actions as necessary. Crisis Management: Handle escalated customer issues and manage crisis effectively, maintaining a positive brand image and ensuring customer satisfaction. Collaboration: Work closely with cross-functional teams, including marketing, public relations, and customer support, to align social media support efforts with overall company objectives. Stay Updated: Stay abreast of industry trends, best practices, and emerging social media platforms to propose innovative ideas for improving social media support strategies.

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