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Team Leader

2 weeks ago

Quezon City, National Capital Region, Philippines HGS Full time

Overview:

The
Social Media Team Leader (Customer Care & Trend Insights)

will manage the day-to-day operations of the social media response team — ensuring timely, empathetic, and brand-aligned customer interactions across all platforms.

Key Responsibilities

Customer Care & Response Management

  • Lead a team of social media executives handling customer queries, complaints, and escalations on all platforms (Facebook, X, Instagram, YouTube, review sites & GMBs, etc.).
  • Maintain a consistent brand voice and tone across all responses.
  • Establish SLAs (response and resolution times) and ensure compliance.
  • Collaborate with internal teams (CRM, marketing, PR, operations) to resolve escalated issues promptly.
  • Monitor sentiment and customer satisfaction metrics.

Social Listening & Insights

  • Use social listening tools (e.g., Sprinklr, Meltwater, Talkwalker, Brandwatch) to identify:
  • Customer sentiment shifts
  • Emerging complaints or recurring issues
  • Real-time crises or spikes in mentions
  • Share insights and weekly summaries with management, highlighting trends, patterns, and potential risks.
  • Track competitor mentions and emerging industry discussions.

Trend Analysis & Early Signals

  • Identify emerging social and cultural trends relevant to the brand.
  • Track keywords, hashtags, and conversations that show rapid engagement growth.
  • Collaborate with analytics and marketing to translate data into actionable insights.

Team Leadership

  • Manage and mentor the social media customer care team (training, quality, motivation, performance tracking).
  • Develop standard response protocols and escalation matrices & get brand approvals.
  • Conduct regular quality audits of customer interactions both through tools & natively.
  • Drive continuous improvement in response efficiency and tone consistency.

Qualifications:

  • 3-4 years of experience in social media management or online reputation/customer care.
  • At least 2 years of team leadership experience.
  • Proficiency in social listening.
  • Strong understanding of social analytics, sentiment analysis, and online engagement trends.
  • Excellent written communication and problem-solving skills.
  • Experience with cross-functional collaboration (Brand, Training & Quality teams)
  • Ability to handle high-volume queries and crisis situations calmly and professionally.