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.
\n What you'll be doingLead, 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 pointsFoster 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 teamOversee 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 feedbackTranslate complex data into clear and concise reports, presentations, and recommendations for key stakeholdersCollaborate 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 processesIdentify 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 feedbackBuild 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 goalsFacilitate 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 experiencesAbility to cover business hours when needed: Sunday - Saturday, 8:00am - 4:30pmBachelor's degree in business or related field, or work equivalent experience Proven track record of managing teams and delivering actionable insights from customer feedback dataProficiency in data analysis tools and techniques, such as sentiment analysis, data visualization, and trend analysisStrong leadership, communication, and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholdersExperience 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
\n$55,000 - $60,000 a year
For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $55,000 - $60,000. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range. \n