Remote Social Media Servicing Team Lead

Summary

Join our team as a Social Media Servicing Team Lead to lead a team of dedicated agents in responding to customer feedback, driving conversations across lines of business, and managing projects that support Varo Bank's goals.

Requirements

• Ability to cover business hours when needed: Sunday - Saturday, 8:00am - 4:30pm
• Bachelor’s degree in business or related field, or work equivalent experience
• Proven track record of managing teams and delivering actionable insights from customer feedback data
• Proficiency in data analysis tools and techniques, such as sentiment analysis, data visualization, and trend analysis
• Strong leadership, communication, and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders
• Experience working with Social Media platforms or other survey tools (Instagram, Twitter/X, Facebook, LinkedIn, Emplifi, Trust Pilot, Reddit, Delighted, etc.)
• Familiarity with industry-specific regulatory requirements and standards related to customer data privacy and compliance

Responsibilities

• Lead, mentor, and develop a team of Social Media Agents
• Foster a collaborative team environment that encourages knowledge sharing, innovation, and continuous improvement
• Identify & implement productivity metrics and appropriate monitoring to ensure timely responses to customer interactions and concerns
• Step into production roles as needed for the team
• Oversee the collection, organization, and analysis of customer feedback data from multiple sources to derive actionable insights
• Utilize various analytical techniques and tools to identify trends, patterns, and correlations in customer feedback
• Translate complex data into clear and concise reports, presentations, and recommendations for key stakeholders
• Collaborate with cross-functional teams to integrate Social Media insights into business strategies and decision-making processes
• Identify opportunities to enhance Social Media Servicing, methodologies, and tools to drive efficiency, accuracy, and scalability
• Implement best practices for data collection, analysis, and reporting to ensure quality and consistency across platforms
• Act as a primary point of contact for internal stakeholders seeking insights and recommendations based on customer feedback
• Build strong relationships with stakeholders to understand their needs, priorities, and challenges related to customer experience
• Build & guide the relationships for any vendors that Varo engages with to support Varos Social Media goals
• Facilitate Social Media review meetings to discuss findings and trends including the appropriate level of documentation for all identified concerns

Benefits

$55,000 - $60,000 a year