Social Media Customer Support Team Lead

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.