Social Media Customer Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Social Media Customer Support Team Lead based in Canada.

This role offers the opportunity to lead the daily operations and performance of a customer support team responsible for public-facing interactions across major social media platforms. You will oversee coverage, workload distribution, response times, service levels, interaction quality, and team productivity across channels such as Instagram, Facebook, TikTok, and X. The position combines people leadership, quality assurance, performance management, escalation handling, and social media customer experience. You will coach team members, monitor customer sentiment, reinforce brand voice standards, and address sensitive cases requiring additional judgment. By analyzing performance data and recurring customer issues, you will help identify opportunities to improve workflows and service quality. This is a full-time remote role suited to a proactive leader who can balance operational execution with a professional and empathetic customer experience.