This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Social Media Customer Support Team Lead based in India.

This role offers the opportunity to lead the daily operations and performance of a customer support team responsible for public-facing interactions across major social media platforms. You will oversee coverage, workload distribution, response times, service levels, interaction quality, and team productivity across channels such as Instagram, Facebook, TikTok, and X. The position combines people leadership, quality assurance, performance management, escalation handling, and social media customer experience. You will coach team members, monitor customer sentiment, reinforce brand voice standards, and address sensitive cases requiring additional judgment. By analyzing performance data and recurring customer issues, you will help identify opportunities to improve workflows and service quality.



This is a full time remote role suited to a proactive leader who can balance operational execution with a professional and empathetic customer experience.

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Accountabilities:

• Oversee daily social media support workflows and ensure appropriate coverage across Instagram, Facebook, TikTok, X, and other relevant channels.

• Monitor ticket and workload distribution to maintain balanced workloads and consistent service levels across the team.

• Track response times, SLA adherence, productivity, engagement quality, and other operational performance indicators.

• Review customer interactions for tone, accuracy, professionalism, brand voice, empathy, and resolution quality.

• Identify recurring customer concerns, emerging trends, risks, and opportunities for service improvement.

• Monitor team attendance, working hours, schedule adherence, and compliance with internal policies.

• Provide real-time coaching, feedback, and guidance to improve team performance and customer interactions.

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📌 Social Media Customer Support Team Lead (India)
🏢 Jobgether
📍 India