Social Customer Service Supervisor - Social Media & Ratings/Reviews (Remote Opportunity)

At Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration.

Job Description: 
 

The Social Customer Service Supervisor will be responsible for constantly monitoring Nespresso USA’s Social Media and Ratings & Reviews channels to ensure consistent communication and engagement with the community; encourage loyalty and foster conversation around the brand. This role will generate reports to measure the success of the various tactics, programs and initiatives, define best practices and recommend future actions in line with the Social Media strategic plan & CRC OMP. This role will also ensure customer satisfaction through timely responses and KPI adherence, escalating any issues to the appropriate internal teams. 
 

The Social Customer Service Supervisor is also a People Leader role so you will also train, coach, evaluate and develop team in alignment with succession planning and individual career growth. This role will also serve as the super user and subject matter expert within the Customer Contact Center for Social Media customer service platforms and technologies. This is a remote-based opportunity and full flexibility including weekdays and weekends are required. This is not a Social Media Marketing or Social Media Management position.  

Responsibilities: 

Daily Digital & Social Media Team Operations

•    Acts as Manager in absence of Digital and Social Media Customer Service Manager.
•    Communicate and coordinate customer service, production and strategy/planning teams ensuring that community strategy supports overall brand goals and objectives.
•    Monitor and review content plan and strategy to anticipate and communicate the potential impact of Social strategies on Customer Relations Center and customers.
•    Assist with creation, conception and presentation of Social Media strategy and integrated marketing campaigns and its impact on the operation; accomplished through attendance at key cross-functional meetings such as Weekly Marketing Status, harnessing the communication and alignment between Marketing and CRC.
•    Oversee the day-to-day operation, ensuring adherence in achieving KPIs across both the Digital & Social Media teams.
•    Provide Manager Consumer Engagement Services with observed insights, business learnings, analysis, and trends gathered from customer contacts on social platforms.
•    Fulfill additional asks from Manager Consumer Engagement Services as needed. 
•    Cross-functionally liaise with other departments/teams as needed, including but not limited to Quarterly IRT sessions, WORs, Weekly Huddles and quality updates.
•    Ensure timely resolution of escalated customer contacts through defined internal procedures.
•    Maintain consistent, daily awareness of SL across all digital and social touchpoints, working with operations supervisors and analyst to quickly pivot resources across any Digital and Social Media touchpoint as needed. Included but not limited to Live Chat, Email, Trade R&R, .com R&R, Yelp, Amazon, FB, iG, Twitter(X), YouTube, Pinterest, LinkedIn, etc.
•    Maintain consistent, daily awareness of team schedules; work in collaboration with B2C Social Media Lead around schedule creation, PTO coverage and additional ad-hoc scheduling tasks. 
•    Ensure proper timekeeping polices and procedures via KRONOS and Teleopti.
•    Ensure adherence to timekeeping and attendance policies for self and team. 
•    Supports Digital & Social Media Leadership Team across all digital and social touchpoints.
•    Oversees social media engagement platforms, people management, day-to-day social media operations, and tools.

People Leadership: Coaching, Training & Development 

•    Assess, evaluate and coach team in achieving their KPIs and navigating the social platforms and platform issues through monthly engagement feedback sessions.
•    Ensure follow-up adherence by performing monthly spot checks and delivering feedback.
•    Review performance goals and development plans through monthly 1:1's and bi-annual reviews (mid-year, end of year), logged and tracked via Success Fact