Community Operations Manager, Social Support
We’re looking for an enthusiastic, motivated individual to help us build a world-class social customer care program to help people with Twitter, on Twitter. The ideal candidate has a deep understanding of social media, a passion for customer experience, and the ability to thrive in a fast-paced environment. You’ll help us redefine social care while highlighting the human side of Twitter. You’re here for it all, from managing high-visibility, high-risk situations to celebrating our customers’ wins.
If this sounds like you, you probably have:
- Deep knowledge about social media platforms, especially Twitter, and what makes brand content work (or not).
- Several years leading customer-facing teams, preferably in a social media and/or customer service environment.
- Experience in community management and/or social customer care; you know how to talk to customers effectively at all stages of their journey.
- Confidence in your communications, with strong written and verbal skills.
- Skills in social listening and analytics, and experience using social tools (Sprinklr, Salesforce Social Studio).
- High level of attention to detail and flexibility, with the ability to remain calm under pressure and respond to quickly shifting priorities.
Responsibilities
- Lead a team of Social Care Coordinators, overseeing the day-to-day operations of the team, analyzing workflows, and determining priorities
- Coach coordinators to effectively respond to a high volume of customer questions and concerns daily
- Monitor quality and productivity metrics on a continuous basis to optimize team performance; conduct quality checks and provide additional coaching as needed
- Conduct training and refreshers on team workflows and procedures
- Identify product limitations and feature enhancements for social care tools; facilitate feedback loops between social care team and Support Experience leadership
- Partner with our Listening and Insights team to share product feedback from our customers internally
- Helping our customers and making them feel valued is likely to involve some weekend and off hours work occasionally
Qualifications
Requirements
- BA/BS degree or equivalent
- 4-6 years of experience in social media and/or customer service, with at least 2 years experience leading teams
- Knowledge of social media tools like Sprinklr
- Ability to exercise judgement across a range of situations, including partnering as necessary and working across teams to escalate issues as needed
- A passion for Twitter and creating best-in-class customer experiences