We are hiring a Team Leader for our Telecom process for Social Media Escalations LOB.

Position - Manager - ORM

Role - Team Leader

Location - Noida, Sector - 62

Working days - 5 Days a week (Rotational shifts and offs)

Required Skills & Qualifications

- Must be a graduate.
- 57 years of experience in customer service, social media management, or escalations handling.
- Minimum 3 experiences in team leadership or supervisory role.
- Robust understanding of major social media platforms (e.g., Twitter/X, Facebook, Instagram).
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict resolution abilities.

Job Role

- Lead, mentor, and manage a team handling escalated social media complaints and crises.




- Ensure all escalations are resolved within defined SLAs and quality standards.
- Review team responses to ensure tone, accuracy, and brand alignment.
- Track, analyze, and report escalation trends and team performance metrics.
- Drive continuous improvement through feedback, coaching, and process enhancements.

Key Competencies

- Leadership & Team Management
- Crisis Handling & Decision Making
- Customer-Centric Mindset
- Attention to Detail

If you have relevant experience in handling team of social media escalations, please share your resume at [email protected]

📌 Team Lead (Noida)
🏢 Net Impact Solutions
📍 Noida