Social Media Moderation Team Leader

Job Description

• Lead a social media moderation team and monitoring their performance
• Make sure all public reviews and posts are handled appropriately and customers are satisfied
• Achieve public ratings targets all over social media apps and platforms
• Generate monthly reports about public ratings and their breakdown
• Investigate reasons behind negative reviews and work on shifting them to positive ones
• Arrange escalations with other team leaders to make sure the customer is satisfied
• Own the customer experience end-to-end and be the voice of the customer
• Develop an understanding of the needs of Breadfast customers, and communicating this feedback for the on-going enhancement of the product from a customer perspective
• Manage a team of customer experience personnel, in terms of overtime, vacation requests, and schedules
• Review and Resolve Escalations
• Evaluate team members, monitor how both the team and its individual are performing
• Proactively think of ways to increase productivity and customer satisfaction.
• Your observations should be documented in written reports submitted to your direct supervisor
• Train New Hires
• Handle daily operations to make sure that the correct procedures are followed and give directions to the team on what to do and how to improve.

Job Requirements

• Bachelor's Degree
• Minimum one year experience in leading a team
• Excellent written and verbal communication skills in both Arabic and English languages
• Previous relevant experience is a must
• Experience with CRM is preferred
• Flexible with rotational shifts and can cope with a fast-paced work environment
• Excellent Knowledge of all social media platforms
• Desire to provide an outstanding customer experience with a willingness to consistently go above and beyond for customers
• Ability to deliver constructivefeedback and conduct coaching meetings.