Social Media Team Lead (Overnight)
Core
Lead and manage the overnight social media support team to drive exceptional customer outcomes and operational efficiency.
Role type
Senior IC customer support team lead
Builds
Customer support operations and team performance
Domain
Transportation technology / Customer support
Deliverable
dashboards & analysis
Required skills
Team leadership, root cause analysis, data analysis, process improvement, cross-functional collaboration, stakeholder management, performance management, strategic planning, operational oversight
Preferred skills
Social media expertise, process excellence
Technologies
Social media platforms, performance analytics tools
Responsibilities
Lead and coach a team of associates to provide world-class customer support; analyze team performance data to identify trends and drive continuous improvement; implement innovative solutions to enhance operational efficiency; present findings and insights to senior leadership; collaborate with cross-functional partners to solve complex customer issues; maintain a visible leadership presence in daily team activities.
Seniority
Senior, hands-on IC