Social Media Customer Care Team Lead

<h3><strong>About GetYourGuide</strong></h3> <p><span>GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 200 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 15 local offices around the world. Visit </span><a href="https://getyourguide.careers"><span>our careers website</span></a><span> to learn more.</span></p> <h3><strong>Team mission</strong></h3> <p>The Social Media Care team is at the frontline of our brand’s presence online. We respond to customer inquiries, both publicly and privately, across social platforms, engage with our community to build authentic connections, support brand visibility through influencer interactions and manage reviews on key platforms. Our work combines customer care, brand protection and community engagement to ensure every interaction reflects our values and builds trust with travelers worldwide.</p> <h3><strong>You will:</strong></h3> <ul> <li>Lead, coach, and mentor a team of Social Media Care Specialists to achieve ambitious operational targets and support them in their learning and development</li> <li>Develop and implement a data-informed team strategy that enhances operations and continuous improvement, aligned with Care’s broader goals and the team’s unique impact</li> <li>Define the quarterly team OKRs and priorities, distribute ownership across the team, and ensure execution against operational targets and SLAs while keeping the big picture in mind</li> <li>Work closely with Brand and Marketing teams to ensure campaigns and content are engaged with, and promoted, via excellent community engagement</li> <li>Ensure a strong collaboration between your team and key stakeholders both internally and externally the Care department to drive quality and process improvement</li> <li>Own and manage ad-hoc projects, experiments, and high impact initiatives such as solutions for scale and automation, in order to drive growth and innovation</li> </ul> <h3><strong>Who you are</strong></h3> <ul> <li>You have 3-5 years experience in leading a team (customer service or comparable)</li> <li>You cultivate a supportive and engaging team culture to inspire high performance, foster growth, and drive meaningful results to achieve efficiency, quality, and continuous improvement goals in a dynamic environment</li> <li>You have professional experience in engaging with social media communities</li> <li>You have experience managing reviews on platforms like Google Play, the Apple App Store, and Trustpilot, and understand how to engage with feedback to support brand reputation and customer trust.</li> <li>You possess a solid understanding of the social media landscape and its expected future developments</li> <li>You have strong business acumen to set the team’s strategic direction, define priorities to create focus, and drive the right actions</li> <li>You have proven experience with driving continuous process improvement and innovation in a fast-growing customer service environment, preferably e-commerce </li> <li>You dive deep into the data (Sheets, Looker) to generate insights and measure the team’s impact</li> <li>You know how to engage (senior) stakeholders around an initiative and lead it to success</li> <li>You are a great communicator who uses tailored styles to influence different personalities</li> <li>You are flexible, excited by change, and able to adapt to evolving business needs</li> <li>Experience in working with tools Zendesk, Sprout Social and Looker is a plus</li> </ul> <h3><strong>How we set you up for success:</strong></h3> <ul> <li>Invest in your development with an annual personal growth budget</li> <li>Enjoy flexibility with a hybrid work-from-home and telecommuting policy</li> <li>Save on transportation costs with discounted public transportation tickets</li> <li>Support your loved ones with generous maternity and paternity leave policies</li> </ul> <p>And more...</p> <h3>We look forward to hearing from you</h3> <p><span>Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out <a href="https://www.getyourguide.careers/how-we-hire" target="_blank">how we hire</a> for tips and visibility into our process and check out<a href="https://www.getyourguide.careers/life-at-getyourguide"> life at GetYourGuide.</a> If you have any further questions, please do not hesitate to contact us via <a href="mailto:jobs@getyourguide.com" target="_blank">jobs@getyourguide.com</a>.</span></p> <h3><strong>We are an equal-opportunity employer</strong></h3> <p><spa