Customer Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Social Media Customer Support Team Lead based in India.

• Oversee daily social media support workflows and ensure appropriate coverage across Instagram, Facebook, TikTok, X, and other relevant channels.
• Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels across the team.
• Track response times, SLA adherence, productivity, engagement quality, and other operational performance indicators.
• Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality.
• Identify recurring customer concerns, emerging trends, risks, and opportunities for service improvement.
• Monitor team attendance, working hours, schedule adherence, and compliance with internal policies.
• Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions.
• Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations.
• Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions.
• Support onboarding and ongoing training for Social Media Support team members.
• Communicate updates regarding brand voice, policies, platform changes, campaigns, and escalation procedures.
• Prepare and deliver performance reports covering CSAT, response time, customer sentiment, quality, productivity, and other relevant metrics.
• Escalate performance, attendance, policy, or customer experience concerns to leadership when appropriate.
• Maintain consistent customer service standards and brand representation across all social media channels.
• Collaborate with leadership and other support teams to improve workflows, processes, and the overall customer experience.

• 1+ year of experience in customer support, social media moderation, team leadership, or a comparable supervisory role.
• Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X.
• Experience managing customer interactions in public-facing social media environments.
• Excellent written communication skills, with a strong understanding of professional tone, empathy, clarity, and brand voice.
• Previous experience coaching, mentoring, or supervising customer support team members is preferred.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a high-volume environment.
• Experience monitoring team performance, quality, productivity, or customer service KPIs.
• Strong problem-solving skills and sound judgment when managing escalated or sensitive customer situations.
• Ability to balance quality monitoring, team coaching, and day-to-day operational execution.
• Comfortable working independently, making decisions, and remaining aligned with leadership expectations.
• Ability to motivate team members while maintaining accountability and performance standards.
• Comfortable working in a fast-paced environment with changing priorities and high customer interaction volumes.
• Experience with customer support platforms, social media management tools, or reporting systems is a plus.
• Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous.
• Reliable internet connection and a suitable remote working environment.
• Ability to work a fixed schedule aligned with EST-based business hours.

• $8 per hour compensation.
• Full-time contract position.
• Fully remote work arrangement.
• Fixed EST-based schedule based on customer support coverage needs.
• 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch.
• Opportunity to lead and develop a social media customer support team across multiple major platforms.
• Hands-on experience across customer experience, social media engagement, quality assurance, and team performance.
• Opportunity to contribute directly to workflow improvements and customer experience initiatives.
• At least 5 working days of rotational time off based on staffing and coverage requirements.
• Potential for additional hours or extended coverage based on business needs.