Community Operations Manager, Social Support

The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing and operating customer support solutions at scale in a rapidly changing global environment. The Launch team manages key initiatives for the Twitter Service organization, designed to implement world class customer support and operations for Twitter’s products, applications, and platform. We create clarity and focus for the organization to ensure we are meeting our collective, customer focused goals.  

We’re looking for an enthusiastic, motivated individual to help us build a world-class social customer care program to help people with Twitter, on Twitter. The ideal candidate has a deep understanding of social media, a passion for customer experience, and the ability to thrive in a fast-paced environment. You’ll help us redefine social care while highlighting the human side of Twitter. You’re here for it all, from managing high-visibility, high-risk situations to celebrating our customers’ wins.

If this sounds like you, you probably have:

• Deep knowledge about social media platforms, especially Twitter, and what makes brand content work (or not).

• Several years leading customer-facing teams, preferably in a social media and/or customer service environment.

• Experience in community management and/or social customer care; you know how to talk to customers effectively at all stages of their journey.

• Confidence in your communications, with strong written and verbal skills.

• Skills in social listening and analytics, and experience using social tools (Sprinklr, Salesforce Social Studio).

• High level of attention to detail and flexibility, with the ability to remain calm under pressure and respond to quickly shifting priorities.

Responsibilities 

• Lead a team of Social Care Coordinators, overseeing the day-to-day operations of the team, analyzing workflows, and determining priorities

• Coach coordinators to effectively respond to a high volume of customer questions and concerns daily

• Monitor quality and productivity metrics on a continuous basis to optimize team performance; conduct quality checks and provide additional coaching as needed

• Conduct training and refreshers on team workflows and procedures

• Identify product limitations and feature enhancements for social care tools; facilitate feedback loops between social care team and Support Experience leadership

• Partner with our Listening and Insights team to share product feedback from our customers internally

• Helping our customers and making them feel valued is likely to involve some weekend and off hours work occasionally

Requirements

• BA/BS degree or equivalent

• 4-6 years of experience in social media and/or customer service, with at least 2 years experience leading teams

• Knowledge of social media tools like Sprinklr

• Ability to exercise judgement across a range of situations, including partnering as necessary and working across teams to escalate issues as needed

• A passion for Twitter and creating best-in-class customer experiences

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.