Social Media Customer Support Team Lead

🔥 2 minutes ago

🌏 Anywhere in the World

💵 $8 / hour

⏰ Full Time

🟠 Senior

💕 Social Media Manager

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Incubator Lab

WebsiteLinkedInAll Job Openings

2 - 10 employees

🛍️ eCommerce

📣 Marketing

💼 Consulting

eCommerce • Marketing • Consulting

Incubator Lab is a growth and marketing firm that incubates and scales innovative e-commerce brands. They position themselves as an “out of the box” marketing and advertising team focused on captivating customers, driving sales, and producing measurable results; their site claims $100M+ in revenue generated. The company highlights four founders with 50+ combined years in advertising, a team of about 34 people, and offers services, packages, and consulting (site footer references "Consulting rosa LLC"). They emphasize continuous testing and innovative solutions to grow e‑commerce brands.

📋 Description

• Oversee the daily social media support workflow and ensure proper coverage across Instagram, Facebook, TikTok, and X • Monitor ticket distribution and balance workloads across team members • Monitor response times, SLA adherence, productivity, and engagement quality • Review customer interactions for tone, accuracy, brand voice, professionalism, and resolution quality • Identify recurring customer issues, trends, risks, and improvement opportunities • Track team attendance, time, schedule adherence, and compliance with internal policies • Provide real-time coaching, feedback, and guidance • Conduct regular 1:1s and address performance gaps • Manage escalated and sensitive social media cases • Support onboarding and ongoing training • Communicate updates about brand voice, policies, platform changes, campaigns, and escalation procedures • Prepare and deliver performance reports covering CSAT, response time, sentiment, quality, and productivity • Escalate performance, attendance, policy, or customer experience concerns to leadership • Maintain consistent customer service standards across social media channels • Collaborate with leadership and support teams to improve workflows and customer experience

🎯 Requirements

• 1+ year of experience in customer support, social media moderation, team leadership, or a supervisory role • Strong understanding of Instagram, Facebook, TikTok, and X • Experience handling customer interactions in public-facing social media environments • Excellent written communication skills and understanding of tone, professionalism, and brand voice • Previous experience coaching, mentoring, or supervising customer support team members is preferred • Strong organizational and time-management skills • Experience monitoring team performance, quality, productivity, or customer service KPIs • Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations • Ability to balance quality monitoring, team coaching, and daily operational execution • Comfortable working independently and making decisions while remaining aligned with leadership expectations • Proven ability to motivate team members while maintaining accountability and performance standards • Comfortable working in a fast-paced, high-volume environment • Experience with customer support platforms, social media management tools, or reporting systems is a plus • Experience in e-commerce, health, wellness, supplements, or consumer products is a plus • Reliable internet connection and suitable remote work environment • Ability to work EST-based hours on a fixed schedule • Availability for an 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch • Ability to clock in/out using When I Work • Potential availability for additional hours or extended coverage based on business needs

🏖️ Benefits

• Fixed schedule based on business needs and customer support coverage • Remote work • At least 5 working days of rotational time off based on staffing and coverage requirements