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User Support Manager - Social Media

Job description

User Support Manager, Social Media  - Consumer Services

Permanent/ London ( temporarily remote )

Competitive Salary

 
Our client is a growing Consumer Services brand looking to expand their presence in the UK and are looking for a Client User Support Manager in charge of Social Media, to join our User Support team.   

Responsibilities to include:

  • Be responsible for overseeing the team of agents that handle Social Media and maintain a high level of quality by tracking KPI's set up by you.
  • You will work closely with our Marketing team by using the same channels and to stay up to date with partnership or marketing campaigns being announced via Social Media.
  • You will handle support tickets for several channels such as Facebook, Instagram, Twitter, Google Play Store and LinkedIn. Also for each channel set up a strategy deciding how to meet the users in terms of tone of voice.
  • You will manage performance by identifying challenges the offshore agents might face, coach, plan actions and implement them.
  • In this position you will play an important role in deciding how to evolve our SOP as we grow as a company in order to meet and exceed targets on efficiency and customer experience.
 

What you need for the role:

  • Proven experience of working in a customer or user support role with demonstrated ability to manage offshore personnel.
  • Excellent communication skills - especially in writing in order to craft messages to users on social media platforms where there is a large audience.
  • Problem Solver - proactive in trying to find a solution.
  • Good understanding of all Social Media platforms in terms of how to use them and their specific audience.

 

If you haven't heard from us within 7 days, I am afraid you haven't been successful this time. Please do keep an eye on our website careermovesgroup.co.uk for further opportunities.

 

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