As a Social Media Servicing Team Lead you are passionate about leveraging customer feedback and trends to drive business outcomes and leading a team of dedicated agents. You will be responsible for overseeing a team of Social Media Servicing Agents dedicated to responding to customer feedback across various channels, drive conversations across lines of business based on customer insights to create a better customer experience, and manage projects that support the goals of Varo Bank.
What you'll be doing
- 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.
You'll bring the following required skills and experiences
- 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
