Social Media Team Lead

1 week ago

Bengaluru, Karnataka, India Teleperformance (TP) Full time ₹ 4,20,000 - ₹ 5,40,000 per year

Job description: Team Lead & SME - Social Media Escalations (Non-Voice)

Location: Bangalore

Salary: 3.5 LPA to 4.5 LPA

Working days: 6 days a week with rotational off

Experience required: Prior experience in social media compliance or escalations (non-voice) is mandatory.

Contact: Charlie HR Only WhatsApp Mention for which role your applying social media TL OR SME)

Joiner preference: Immediate joiners only.

Overview We are seeking a highly experienced and motivated individual to join our team in Bangalore as a Team Lead and Subject Matter Expert (SME) for Social Media Escalations. The successful candidate will be responsible for overseeing a team of specialists who handle and resolve complex and sensitive customer issues that come through various social media platforms. This is a non-voice role, so strong written communication and problem-solving skills are essential.

Roles and responsibilitiesTeam leadership:

  • Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets.
  • Conduct regular team meetings to discuss updates, feedback, and performance.
  • Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement.
  • Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs).

Subject Matter Expertise (SME):

  • Serve as the final escalation point for critical customer issues and ensure swift and effective resolution.
  • Maintain a deep understanding of company policies and compliance standards related to social media interactions.
  • Conduct root-cause analysis on recurring issues and collaborate with management and other teams to implement process improvements.
  • Stay updated on social media platforms' guidelines and best practices for customer service.

Escalation and resolution:

  • Oversee the handling of complex and escalated customer issues received via social media channels, including Twitter, Facebook, and Instagram.
  • Develop and implement clear procedures for handling different types of escalations, including VIP, regulatory, and legal matters.
  • Provide timely, professional, and empathetic written responses to customer inquiries.
  • Collaborate with cross-functional teams, such as legal, marketing, and product, to resolve issues.

Compliance and reporting:

  • Ensure that all social media interactions adhere to company policies and regulatory guidelines.
  • Maintain accurate and detailed records of all social media interactions and their resolutions.
  • Prepare and present performance reports on escalation trends and resolution metrics to management.
  • Use social listening tools to monitor brand sentiment and proactively address potential issues.

Desired candidate profile

  • Must be an immediate joiner.
  • Proven experience in a social media compliance, moderation, or escalation role (non-voice) is mandatory.
  • Strong experience in a team lead or supervisory capacity within a customer service environment.
  • Excellent written communication, problem-solving, and conflict-resolution skills.
  • Familiarity with various social media platforms and experience using social media management or CRM tools.
  • Ability to work effectively under pressure and handle sensitive customer issues with maturity and confidentiality.
  • Must be open to working six days a week with a rotational day off.

  • Social Media Lead

    5 days ago

    Bengaluru, Karnataka, India AIM Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the Role:We are looking for a Social Media Lead with a proven track record of scaling and managing large social media platforms—especially Instagram and LinkedIn. If you've built communities, cracked the algorithm, and know how to drive both engagement and follower growth for a media or content-led brand, we want to talk to you.Key...

  • Lead – Social Media

    1 week ago

    Bengaluru, Karnataka, India Kaizen Que Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Job Title: Lead – Social MediaLocation:BangaloreDepartment:Brand & MarketingAbout the RoleWe are looking for adynamic, creative, and data-driven Social Media Leadto drive our brand presence, audience engagement, and content performance across all digital platforms. The ideal candidate is a strategist and executor someone who understands storytelling,...

  • Team Lead, Social Media Intelligence

    3 days ago

    Bengaluru, Karnataka, India ZeroFox Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    The Physical Security Intelligence team at ZeroFox provides ongoing physical security intelligence to our clients in a 24x7, 365 day a year operation. Violence is a nonstop phenomenon, and we must be able to provide our clients with quick and valuable intel. Our analysts monitor open source networks on a nonstop search for violent activity around the world...

  • Social Media

    21 hours ago

    Bengaluru, Karnataka, India RDS Digital Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Company OverviewRDS Digital, located in Bangalore, India, is a creative digital marketing agency dedicated to aiding startups in their digital growth. With the mission to create impactful digital strategies focused on ROI, RDS Digital works closely with clients to build a robust digital presence, generate high-quality traffic, and convert leads. Operating...

  • Social Media Manager

    7 days ago

    Bengaluru, Karnataka, India Simplilearn Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role Description:Are you a savvy, goal-driven marketer who understands the nuances of todays top social media channels when it comes to content, engagement, and audience expectations? Do you have a proven track record for writing crisp, catchy copy that engages your audience and drives traffic?Simplilearn is seeking a Manager - Social Media to join our team...

  • Social Media Manager

    2 weeks ago

    Bengaluru, Karnataka, India Scripbox Advisors Full time ₹ 8,00,000 - ₹ 16,00,000 per year

    Scripbox is looking for a dynamic and strategic Social Media Manager with 6+ years of professional experience to lead our social media presence and strengthen brand engagement across platforms. The ideal candidate will bring a strong agency background, deep finance and fintech knowledge, and proven expertise in leading digital campaigns that drive measurable...

  • Social Media Manager

    1 week ago

    Bengaluru, Karnataka, India mitraz financial services pvt limited (scripbox) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Description Social Media Manager Location: Bangalore, KarnatakaJob Type: Full-Time Job Summary Scripbox is looking for a dynamic and strategic Social Media Manager with 6 years of professional experience to lead our social media presence and strengthen brand engagement across platforms. The ideal candidate will bring a strong agency background,...

  • Social Media Executive

    2 days ago

    Bengaluru, Karnataka, India Innovkraft Inc Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Company DescriptionInnovkraft Inc. is a dedicated digital marketing agency that helps businesses establish and maintain their online presence. Founded in 2019, Innovkraft specializes in driving business visibility on various platforms including Google, Instagram, Facebook, and Twitter. Our journey began with a passion for digital storytelling and innovation,...

  • Social Media Manager

    2 weeks ago

    Bengaluru, Karnataka, India Zolostays Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Description : Social Media ManagerLocation: BangaloreEmployment Type: Full-timeAbout the Company ZoloStays is Indias leading co-living and hospitality platform, creating hassle-free living experiences for students and working professionals across major cities. With a focus on comfort, community, and convenience, Zolo has redefined the way urban India...

  • Social Media Lead

    5 days ago

    Bengaluru, Karnataka, India NEWME Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We're building India's fastest-growing Gen Z fashion brand — and we're looking for aSocial Media Leadwho can make NEWME themost talked-about brandon the internet.If you live on reels, breathe trends, and can turn culture into content — this one's for you. What you'll do:Build and scale NEWME's voice across Instagram, YouTube, Snapchat & emerging...