Spotify - Social Media Team Lead

About Us
 
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191


Job Purpose: Lead and support the CS Social Media team in providing world-class Social Media support within the site. 
 
Scope of Responsibility:
  • Proactively coach CS Social Media Associates.
  • Lead team members to take ownership of their role.
  • Be responsible for finding and keeping talent in the team.
  • Report team performance and opportunities to improve to Operations Managers and Spotify Global Social Media Manager
  • Assist and road manage side projects as needed.
  • Absence management, including Return to Work chats.
  • Conduct regular one on ones with their team members
  • Coordinate team schedules, projects, and HR requirements.
  • Work with peers and the Spotify management team to ensure alignment with the Contact Center's overall positive and professional atmosphere.
 
Applicant Profile:
  • Creative, adaptable, articulate individual, applies great writing & decision-making skills. 
  • Able to provide coordination, support, and leadership to help a team deliver outstanding online and social media support to customers.
 
Skills / Experience:
  • BA/BS or equivalent experience preferred 
  • 2+ years experience working in a Global Social Media or C/S team.
  • Ability to inspire and support people.
  • Excellent people and interpersonal skills to build effective relationships.
  • Ability to plan, coordinate and prioritize work.
  • Maintain calmness under tight pressure.
  • Strong decision-making, analytical, and communication skills.
  • A self-starter who does not wait to be asked to help; acts proactively to support team
 
Personal Characteristics:
  • An innovator who sees through the eyes of the customer.
  • Can collaborate positively with a fast-changing environment.
  • Articulate, bright and curious.
  • Embodies a Team-Success and Centric culture 
  • Has an utmost understanding of confidentiality and professional decorum 
  • Adapts easily to change, is flexible and open to new ideas and approaches

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