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Social Media Servicing Team Lead

EXTRA HOLIDAYS - EXTRA PARENTAL LEAVE

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

North Carolina (USA), Utah (USA), United States

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience, Proven track record in team management, Proficiency in data analysis tools, Experience with Social Media platforms, Familiarity with customer data regulations.

Key responsabilities:

Lead and develop a team of agents
Oversee collection and analysis of customer feedback
Collaborate with cross-functional teams
Implement productivity metrics for timely responses
Facilitate Social Media review meetings

Varo Bank Banking Scaleup https://www.varomoney.com/

501 - 1000 Employees

See more Varo Bank offers

Job description

Your missions

As a Social Media Servicing Team Lead you are passionate about leveraging customer feedback and trends to drive business outcomes and leading a team of dedicated agents. You will be responsible for overseeing a team of Social Media Servicing Agents dedicated to responding to customer feedback across various channels, drive conversations across lines of business based on customer insights to create a better customer experience, and manage projects that support the goals of Varo Bank.

What you'll be doing

Lead, mentor, and develop a team of Social Media Agents to leverage their customer service skills, and subject matter expertise to help inform business decisions and remediate customer pain points

Foster a collaborative team environment that encourages knowledge sharing, innovation, and continuous improvement

Identify & implement productivity metrics and appropriate monitoring to ensure timely responses to customer interactions and concernsStep into production roles as needed for the team

Oversee the collection, organization, and analysis of customer feedback data from multiple sources to derive actionable insights

Utilize various analytical techniques and tools to identify trends, patterns, and correlations in customer feedback

Translate complex data into clear and concise reports, presentations, and recommendations for key stakeholders

Collaborate with cross-functional teams, including Customer Service, Fraud, Disputes, Back Office, Product, Engineering, Learning and Development, and Content to integrate Social Media insights into business strategies and decision-making processes

Identify opportunities to enhance Social Media Servicing, methodologies, and tools to drive efficiency, accuracy, and scalability

Implement best practices for data collection, analysis, and reporting to ensure quality and consistency across platforms

Act as a primary point of contact for internal stakeholders seeking insights and recommendations based on customer feedback

Build strong relationships with stakeholders to understand their needs, priorities, and challenges related to customer experience

Build & guide the relationships for any vendors that Varo engages with to support Varos Social Media goals

Facilitate Social Media review meetings to discuss findings and trends including the appropriate level of documentation for all identified concerns.

You'll bring the following required skills and experiences

Ability to cover business hours when needed: Sunday - Saturday, 8:00am - 4:30pm

Bachelor’s degree in business or related field, or work equivalent experience

Proven track record of managing teams and delivering actionable insights from customer feedback data

Proficiency in data analysis tools and techniques, such as sentiment analysis, data visualization, and trend analysis

Strong leadership, communication, and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders

Experience working with Social Media platforms or other survey tools (Instagram, Twitter/X, Facebook, LinkedIn, Emplifi, Trust Pilot, Reddit, Delighted, etc.)

Familiarity with industry-specific regulatory requirements and standards related to customer data privacy and compliance

Passionate about leveraging customer feedback to drive business outcomes