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Senior Social Customer Service Manager

Dive deep into the day-to-day issues of the global Social Media Customer Service support team while also thinking big about the Social Media landscape and emerging trends.

Own and report key performance indicators (KPIs) and insights to the Head of Community Operations.
Proactively seek out new social areas to assist.
Create and implement a social customer service plan to provide excellent customer support through our social media channels.
Assist our brand, creative and communication teams in ensuring that our approach is consistent across all media.
Supervise and coach the Social Community Operations Manager.
Maintain a recognition of contemporary trends and best practices in social customer service.
Managing and assisting with ad hoc tasks.
Advocate for the user base you support and represent the user voice to the rest of the organization.
Efforts should be made to increase process efficiencies to improve the quality of help delivered through social channels.

Experience in social customer service.
Experience with social media CS software and tools such as JIRA is preferred.
Exceptional written and spoken English command.
Other European languages would be a huge plus.
In-depth understanding of social media platforms and how to use them.
Bachelor’s degree or its equivalent is mandatory.
Excellent knowledge of and enthusiasm for the online industry.