CX Social Media & Escalations Manager

About the role

As the manager for the brand new CX Social Media & Escalations team, your main goal is to oversee the day to day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki’s review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Manager to take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.

What you’ll do

Operations Management

• Build and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc
• Ensuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers. 
• Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target. 
• Ensure the development of strategies for both our buyer and seller customer profiles
• Responding to customer needs, requests, and complaints to achieve a satisfactory outcome.
• Researching and understanding the competition and best practices to incorporate this into the outreach strategy.
• Partner with CX leadership team to build social media specific policies, processes, and escalations frameworks
• Define and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer service
• Ensure consistent quality and tone of voice for Catawiki’s audience on social media and review platforms 
• Build and implement programs to delight our customers and turn our most frustrated users into advocates
• Identify new tools and technologies to better serve the customer
• Use Customer Insights and Root Cause Analytics to identify areas of improvements
• Keep track of the latest industry’s developments and know how to apply best practices to areas of improvement

Stakeholder Management

• Work with cross functional teams such as brand marketing and CRM, to ensure that we visibility on upcoming events and marketing campaigns
• Work with cross functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executed 
• Work with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing events
• Partner with cross functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platforms

What you’ll bring

• 5-10 years of experience within a customer service environment 
• 5 years of experience in building and managing high performing teams
• Excellent knowledge of review sites, social media community and platform best practices
• Excellent stakeholder management and communication
• Ability to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and review sites, such as Trustpilot or Google reviews. 
• Ability to work independently in a fast-paced environment

Where you'll be

This role can be based in Lisbon, Portugal or in the Netherlands.