Social Media Customer Support Team Lead

This role offers the opportunity to lead the daily operations and performance of a customer support team responsible for public-facing interactions across major social media platforms. You will oversee coverage, workload distribution, response times, service levels, interaction quality, and team productivity across channels such as Instagram, Facebook, TikTok, and X. The position combines people leadership, quality assurance, performance management, escalation handling, and social media customer experience. You will coach team members, monitor customer sentiment, reinforce brand voice standards, and address sensitive cases requiring additional judgment. By analyzing performance data and recurring customer issues, you will help identify opportunities to improve workflows and service quality. This is a full-time remote role suited to a proactive leader who can balance operational execution with a professional and empathetic 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.