Found 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 <...