Social Media Team Lead

September 24

Apply Now

Receive Emails with Similar Jobs

Varo Bank

WebsiteLinkedInAll Job Openings

Mobile Banking • User Interface • Financial Services • Risk Management • Design Research

501 - 1000

Description

• Lead, mentor, and develop a team of Social Media Agents to leverage their customer service skills, and subject matter expertise to help inform business decisions and remediate customer pain points • 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 concernsStep 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, including Customer Service, Fraud, Disputes, Back Office, Product, Engineering, Learning and Development, and Content 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.

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 • Passionate about leveraging customer feedback to drive business outcomes