Social Experience Team Leader (MX)

The Role

The Social Experience Team Leader leads the Social Experience team within the larger Customer Experience Department, overseeing daily operations of the team, concentrating on social media interactions, and ensuring that the team consistently provides excellent and timely support across their assigned platforms. The Team Leader will work to foster a positive team culture and support continuous learning to improve performance and engagement. This role will also track KPIs to drive opportunities for improvement and growth and will oversee service recovery tasks to resolve certain customer issues or complaints and restore customer satisfaction and trust. This is a full-time (40 hr/wk), hourly, non-exempt, remote position. The compensation range for this role is $10-12 USD/hour.

Responsibilities

• Manage the Social Experience team, providing guidance, training, motivation, and support to all team members.
• Conduct regular 1x1 coaching sessions with employees to address challenges, provide feedback, and promote ongoing skill development.
• Direct regular quality audits of direct reports’ conversations in order to provide coaching and feedback.
• Lead regular and ad-hoc team meetings to review performance, share updates, and discuss best practices for handling customer interactions on social media platforms.
• Monitor metrics, such as conversations per hour and customer satisfaction, and analyze this data to improve team engagement and dialogue.
• Manage SRT (service recovery tasks) escalations, ensuring that proper actions are taken in a timely manner after a service failure or negative experience in order to resolve customer concerns and rebuild customer loyalty and confidence.
• Provide guidance on maintaining a consistent and on-brand voice in social media interactions.
• Travel (<5%) may be required as needed with advance notice provided to the employee.
• Additional responsibilities as needed.

Qualifications

• High school diploma or equivalent; 4-year college degree (preferred, but not required).
• At least 3 years of customer service experience required.
• Previous experience in a supervisory role preferred; excellent management and supervisory skills.
• Demonstrated experience in social media customer interactions strongly preferred.
• Experience with customer interactions on social media platforms preferred.
• Proven experience in working remotely, with a strong ability to stay actively present.
• Excellent verbal and written communication skills.
• Embodies a proactive approach to problem-solving with strong decision-making skills.
• Self-motivated; ability to perform well without close supervision.
• Extensive knowledge of customer service procedures and principles.
• Organized with excellent attention to detail and the ability to organize a daily workload by priorities.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Must be able to meet deadlines in a fast-paced and quickly changing environment.

Physical Requirements:

• Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
• This role involves sitting most of the time but may also involve moving for brief periods of time.

Benefits Summary

• Competitive compensation, commensurate with experience.
• Medical insurance.
• Paid sick time.
• Paid holidays.
• Paid time off.
• Paid volunteer time off.
• Government-mandated leaves/benefits.

The Culture at MaryRuth’s

We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.

We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth’s celebrates inclusion and is committed to equal opportunity employment.

MaryRuth’s is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, hair texture and hairstyles, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.