Job Title: Social Support Program Manager / Social Media Customer Support Program Manager
Location: Address: 1-13 St Giles High St, London WC2H 8AG
Mode of working: Hybrid (3 Days in the Office)
Duration: 6+ Months contract initially
Core Competencies
- Experience in social operations, customer support, or social media service delivery.
- Strong project and stakeholder management experience within large, cross-functional organizations.
- Understanding of the social media landscape, user behavior, and community engagement dynamics.
- Proven ability to create frameworks, manage documentation, and drive standardization across teams.
- Oversee customer support operations across public social platforms such as X (Twitter), Reddit, and Discord.
- Monitor, evaluate, and enhance the way customer support is delivered across platforms.
Technical Skills
- Familiarity or proficiency with Sprinklr, Khoros, Brandwatch, or other social CMS tools.
- Ability to analyze social data and reports to inform operational decisions.
Experience & Background
- Background in social media customer support operations, social operations, or community management at scale.
- Experience managing large-scale, public-facing support operations is highly valued.
- Ideal candidates will bring a cross-over background social media first, support operations second.
