Social Support Program Manager / Social Media Customer Support

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.