Social Media Team Lead

4 days 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.

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