Job Description

Posted 3 weeks ago

Job Title: Social Support Program Manager / Social Media Customer Support Program Manager

Location: Address: 1-13 St Giles High St, London WC2H 8AG

Mode of working: Hybrid (3 Days in the Office)

Duration: 6+ Months contract initially

Core Competencies

Experience in social operations, customer support, or social media service delivery.
Strong project and stakeholder management experience within large, cross-functional organizations.
Understanding of the social media landscape, user behavior, and community engagement dynamics.
Proven ability to create frameworks, manage documentation, and drive standardization across teams.
Oversee customer support operations across public social platforms such as X (Twitter), Reddit, and Discord.
Monitor, evaluate, and enhance the way customer support is delivered across platforms.

Technical Skills

Familiarity or proficiency with Sprinklr, Khoros, Brandwatch, or other social CMS tools.
Ability to analyze social data and reports to inform operational decisions.

Experience & Background

Background in social media customer support operations, social operations, or community management at scale.
Experience managing large-scale, public-facing support operations is highly valued.
Ideal candidates will bring a cross-over background social media first, support operations second