Lead - Social Media Complaints - Agro-Tech firm

As a Social Media Lead, you will be at the front of customer engagement and manage Escalations/Grievances and ORM (Online Reputation Management), manage the agencies and agents who are responding to customer reviews and comments across social media platforms.

Process Management:

- Manage Escalations and Grievance handling, ensure a high resolution

- To act as a point of contact for Sr. Leadership and provide quick closures on sensitive cases.

- Manage Social Media Exposure, handle complaints and reviews across multiple social media handles.

- Publish weekly and Monthly summary to all stakeholders with actionable.

- Drive process Improvements, periodically publish product/process insights derived from teams inputs and liaise with internal teams and work on solutions.

- Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.

Team Management:

- Manage a team of L0 agents at agency level and create a collaborative work environment.

- Drive team& performance, considering quantity and quality both in check, via periodic performance discussions.

- Ensure period training to the team and everyone is up to date with necessary process information.

Required Skills & Experience :

- A strong customer-centric approach should be comfortable and convincing at customer interaction handling.

- Excellent communication skills, both written and verbal, with the ability to lead conversations.

- Can work under pressure, short deadlines, and handle difficult conversations.

- Self- Starter with an analytical orientation; skilled at balancing between short-term needs and long-term investments; thrives on change and comfortable with ambiguity; collaborative, process-driven, and decisive workstyle.

- A structured solution-oriented approach should understand the problem clearly and quickly.

- A team player should be able to coordinate with internal and external stakeholders seamlessly.

- 5 - 6 years- experience in team handling and a strong background in customer operations and service.

Preferred Skills :

- Experience manager in handling customer service, escalations/complaints, social media.

- Agtech/E-commerce background or exposure in a customer-facing role in a start-up.