Job Description
About the team/role:The Social Media CX team is a critical extension of CX Operations, managing customer interactions in high-visibility channels where speed, accuracy, and consistency are key.
In this role, you'll own end-to-end Social Media CX process optimization, focusing on operational response flows, scripts, and playbooks to ensure timely and compliant customer support.
We're looking for a structured, analytical, and execution-focused professional who enjoys improving operational performance while working closely with CX Operations, QA, Risk, and other internal teams.In this role you will be: Own Social Media CX operational processes end-to-end, from response flows to continuous optimization.Design and maintain CX-focused scripts and playbooks adapted to social media channels.Drive operational consistency and efficiency across public and private social media interactions.Support critical and sensitive cases through clear operational escalation and resolution processes...