Senior Social Community Operations Manager

London, UK
MagicLab – Community Operations
MagicLab is looking for a passionate and driven individual to join our Community Operations team. Working on the Badoo brand and reporting to the Head of Community Operations, the Senior Social Community Operations Manager will be responsible for building and creating the process to provide customer support to users on social media, analysing customer behaviour and communicating feedback to other teams. MagicLab offers an exciting working environment in our London office and the chance to be part of a vibrant and dynamic team.

Duties & Responsibilities:

    • Create and implement a social customer service strategy to deliver fantastic customer experience on our social media channels
    • Own and report KPIs and insights to the Head of Community Operations
    • Act as a partner and ally to our brand, creative and communication teams, to ensure that our approach is consistent in all the channels
    • Manage and coach the Social Community Operations Manager
    • Keep on top of new trends and best practises in social customer service
    • Proactively research new social spaces to provide support
    • Advocate for the user base you support and provide a user voice to the wider company
    • Strive for workflow efficiencies to improve the support provided in social channels
    • Manage and assist with ad-hoc projects

Experience and Qualifications:

    • Bachelor’s degree or equivalent
    • Proven experience in social customer service (minimum 3 years)
    • Excellent command of English, both written and spoken. Other European languages a real plus
    • In depth knowledge of social platforms and how to use them
    • Team management experience
    • Experience working with Social media CS software and tools like JIRA is preferable
    • Good knowledge of, and passion for, the online industry

About You:

    • Strong attention to detail and critical thinking skills
    • Reliable, consistent and hard-working
    • Ability to multitask and manage competing priorities without getting overwhelmed
    • Positive and logical approach together with a willingness to learn
    • Enthusiastic and fun to work with