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 the Social Community Operations Manager will be responsible for assisting in 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:

    • Manage the external team of social moderators and hire new ones when needed
    • Manage the team of in-house Social Community Operations Associates
    • Resolve escalated cases from the Social Community Operations team
    • Assist the Community Operations Lead in creating and developing the social customer service strategy
    • Keep on top of new trends and best practises in social customer service
    • Analyse customer interaction with the product and communicate feedback to the relevant team
    • Troubleshoot user issues and escalate them to developers appropriately
    • 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 2 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