Lead - Social Media Experience

Role Overview

In this leadership role, you will oversee the digital customer relationship management for social media and email channels. Your responsibilities encompass managing responses, ensuring adherence to service level agreements (SLAs), resolving complaints, engaging with influencers, eliminating recurring issues, and driving technology adoption. Collaborating closely with teams from Circle CX, Network, Billing, Digital, and Marketing, you will guarantee swift, empathetic, and consistent customer interactions while integrating customer feedback into service delivery and billing processes. The core objective is to establish social media and email as the most dependable, approachable, and effortless customer contact points, measurable through enhanced performance metrics and improved reputation.

Key Responsibilities

• Provide an uninterrupted digital service by achieving the fastest possible response times to customer inquiries and complaints on social media platforms and emails.
• Ensure each customer interaction is empathetic, transparent, customer-oriented, and provides definitive outcomes rather than mere ticket resolution.
• Recruit, evaluate, and mentor advisors who are dedicated to genuinely resolving customer problems beyond merely managing the workload.
• Continually enhance response templates, operational playbooks, and knowledge resources to empower advisors for first-contact resolution using clear, approachable language.
• Monitor and govern critical metrics such as response times, resolution quality, recurrence of issues, and their elimination for both social and email channels.
• Identify and address process deficiencies supported by data analysis, leading to their resolution rather than just escalation.
• Advocate for and implement technological solutions including social listening tools, case management software, email platforms, and analytics to enhance customer service efficiency.
• Effectively communicate data-driven insights to senior stakeholders illustrating how process, product, and policy decisions affect customers.

Required Skills and Competencies

• Innovative and creative thinking skills to develop authentic and human-centric customer response strategies and journeys beyond standard scripted replies.
• Strong planning and execution expertise covering day-to-day operational management such as queue handling, SLA monitoring, scheduling, and long-term CX strategy development.
• Advanced analytical capabilities for trend analysis, problem-solving, and assessing the impact of improvement programs on complaints, Net Promoter Score (NPS), and customer churn.
• Excellent relationship building and negotiation skills with internal departments and external partner BPOs to foster collaboration.
• A proactive, dynamic, and self-motivated attitude with a strong inclination for ownership and decisive action.
• Demonstrated ability to influence individuals across multiple organizational levels including advisors, team leads, CX executives, and partner management.

Experience and Education

• A minimum of 7 years’ experience in social media, digital marketing, or customer digital service channels, including email support.
• Significant background in telecommunications and/or BPO/contact center operations with in-depth knowledge of customer experience metrics and partner management in high-volume digital service environments.
• Proven expertise in transforming customer voice insights through root cause investigations to implemented corrective measures.
• A graduate degree in any field is required; MBA or PGDM in Marketing, Digital, Customer Experience, or related fields is preferred.