Social Media Customer Service Lead

Job Summary

Serving as the primary point of contact for social media inquiries, the full-time Social Media Customer Service Lead will monitor channels, respond to customer messages, and triage issues to appropriate internal teams while guiding the Customer Service team in maintaining brand standards.

Key responsibilities

• Monitor and respond to customer inquiries across various social media platforms
• Triage and escalate issues to the appropriate internal teams for resolution
• Provide guidance and feedback to Customer Service team members assisting with social media coverage

Required qualifications

• Minimum 2 years of experience in a Customer Service role, preferably with social media experience
• Familiarity with social media management tools such as Meta Business Suite or Hootsuite
• High school diploma required
• Prior experience mentoring or leading others preferred
• Proficient with Microsoft Office Suite