Job Description - Social Customer Support Program Manager in Auburn Hills
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Social Customer Support Program Manager

Ref: US_EN_6_971578_1479389

Posted 2 days ago
$26 - $42


  • 5-7 years of community management or customer service experience
  • 2-3 years of direct management experience
  • Strong understanding of social media platforms
  • Copywriting experience
  • Expert understanding of digital community platforms including App Store, Google Play Store, Google Business Profile, Reddit, etc.
  • Ability to create and document processes/proposals clearly
  • Familiarity with customer case management tools and customer engagement best practices
  • Experience with social listening tools, web analytics, and data reporting to advise on strategic shifts in content, i.e. Social Studio
  • Ability to identify operational opportunities, take initiative and offer solutions for continuous improvement
  • Displays and fosters integrity and honesty through the promotion of mutual trust and respect
  • Proven ability to exercise good judgment and make effective, sound, timely and informed decisions
  • Understand, communicate and display the ability to provide exceptional customer experiences
  • Preferred Responsibilities:

  • Execute Brands’s community management strategy across all social media platforms, overseeing a team of social agents
  • Serve as early warning system for issues/trends impacting the Brand
  • Liaise between MarComms, Service Ops, Product teams to track down cases, service updates, campaign activity, upgrade campaigns, etc.
  • Act as the representative for the social media team within the larger Contact Center & Network Operations teams.  Share trends and performance on social and ensure learnings and best practices from Contact Center is shared back to the social team as well.
  • Establish and utilize the brand's tone of voice and implement it naturally within each platform ecosystem
  • Supervise a team of social media agents and Team Leads, building out training and workflow processes.
  • Handle the vetting, interviewing, hiring and onboarding of new social media agents
  • Manage the scheduling of the social media agents
  • Provide insight and trends for Strategic Community Managers for content development
  • Monitor conversations on a daily basis, and proactively highlight opportunities for deeper engagement and interaction
  • Assess interactions that require escalation and manage the escalation process
  • Manage crisis situations quickly and effectively on different social platforms, following the escalation plan
  • Provide in-depth reporting on the agents’ performance, strengths and pain points
  • Knowledge of the latest social media trends and updates
  • Assist in sourcing and vetting influencers and brand advocates for potential partnerships
  • Supervise proactive engagement of social media users and monitor conversations.
  • Understand the interests and behaviors of our community and how to best connect with them and keep them engaged.
  • Candidate must be open to working any day of the year ( must also be local to the Metro Detroit area)

    Hybrid work week

    Ongoing position with no end date

    Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records

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