Social Media Customer Support Team Lead

Compensation: $8/hour
Schedule: Contract | Full-Time | EST Hours | Fixed Schedule Based on Business Needs
Overview
We are looking for an organized, proactive, and customer-focused Social Media Customer Support Team Lead to oversee the day-to-day workflow and performance of our Social Media Support team.
This role is responsible for ensuring proper coverage across social platforms, maintaining response-time and quality standards, coaching team members, handling escalated customer cases, and ensuring a consistent and professional brand experience across public-facing customer interactions.
The ideal candidate has strong social media and customer support experience, excellent written communication skills, and the ability to balance team leadership, quality control, performance management, and daily operations in a fast-paced environment.
Responsibilities
Oversee the daily social media support workflow and ensure proper coverage across platforms including Instagram, Facebook, TikTok, and X
Monitor ticket distribution and ensure workloads are balanced across team members
Monitor response times, SLA adherence, productivity, and engagement quality across social channels
Review customer interactions for tone, accuracy, brand voice, professionalism, and resolution quality
Identify recurring customer issues, trends, risks, and opportunities for improvement
Track team attendance, time, schedule adherence, and compliance with internal policies
Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions
Conduct regular 1:1s with team members to provide feedback, support development, and address performance gaps
Manage escalated and sensitive social media cases, ensuring timely and brand-aligned resolutions
Support onboarding and ongoing training for Social Media Support team members
Communicate updates related to brand voice, policies, platform changes, campaigns, and escalation procedures
Prepare and deliver performance reports covering metrics such as CSAT, response time, sentiment, quality, and team productivity
Escalate performance, attendance, policy, or customer experience concerns to leadership when necessary
Maintain consistent customer service standards across all social media channels
Collaborate with leadership and other support teams to improve workflows and customer experience
Qualifications
1+ year of experience in customer support, social media moderation, team leadership, or a supervisory role
Strong understanding of social media platforms, particularly Instagram, Facebook, TikTok, and X
Experience handling customer interactions in public-facing social media environments
Excellent written communication skills with a strong understanding of tone, professionalism, and brand voice
Previous experience coaching, mentoring, or supervising customer support team members is preferred
Strong organizational and time-management skills
Experience monitoring team performance, quality, productivity, or customer service KPIs
Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations
Ability to balance quality monitoring, team coaching, and daily operational execution
Comfortable working independently and making decisions while remaining aligned with leadership expectations
Proven ability to motivate team members while maintaining accountability and performance standards
Comfortable working in a fast-paced, high-volume environment
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 a plus
Reliable internet connection and suitable remote work environment
Schedule
Full-time contract position
Remote
EST-based hours
Fixed schedule based on business needs and customer support coverage
8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch
Clock in/out using When I Work
May require additional hours or extended coverage based on business needs
At least 5 working days of rotational time off based on staffing and coverage requirements
Performance Expectations
Social support response time and SLA adherence
Team productivity and ticket distribution
Customer satisfaction (CSAT)
Social engagement and sentiment quality
Customer interaction quality
Brand voice and policy adherence
Escalation handling and resolution quality
Team attendance and schedule adherence
Coaching and performance management
Accuracy and consistency of performance reporting
Success in This Role
Success means keeping the Social Media Support team organized, responsive, accountable, and consistent across every platform.
The ideal Team Lead can identify issues before they become larger problems, coach team members in real time, maintain high customer service standards, and confidently handle escalated situations.
Most importantly, you should be able to balance people leadership and operational execution while ensuring customers receive a professional, empathetic, and consistent brand experience across all social channels.

Work arrangement
Yes