Social Media Customer Service Lead

About the role

The Social Media Customer Service Lead serves as the primary point of contact for Fellers' social media direct messages, comments, and customer service inquiries. Acting as the “air traffic controller” for all inbound social media traffic, this role monitors Fellers' social channels, responds to customers, and triages each inquiry to determine the right internal team — Customer Service, Sales, Technical Support, or Marketing — for resolution. As a Lead, this individual also supports and guides other Customer Service team members who assist with social media coverage, helps maintain response-time and quality standards, and partners closely with the Customer Service Manager and Marketing to protect and strengthen the Fellers brand across social platforms.

What you'll do

• Monitor Fellers' social media channels (including Facebook, Instagram, LinkedIn, X, and other platforms as applicable) for direct messages, comments, and mentions requiring a response
• Respond promptly and professionally to customer inquiries, complaints, and service requests received via social media messaging
• Triage inbound messages to determine urgency, category, and the appropriate path to resolution
• Route and escalate issues to the appropriate internal team (Customer Service, Sales, Technical Support, Marketing, or Leadership) and track each item through to resolution
• Serve as the central point of coordination (“air traffic controller”) for all social media traffic, ensuring inquiries are acknowledged quickly and nothing is missed
• Enforce Fellers' brand voice, tone, and community guidelines; remove or escalate inappropriate content when necessary, in partnership with Marketing
• Identify trends, recurring issues, and customer feedback themes, and report insights to the Customer Service Manager and Marketing
• Maintain accurate, up-to-date records of social media interactions, escalations, and resolutions
• Provide guidance, coaching, and quality feedback to Customer Service team members who assist with social media monitoring and response
• Collaborate with Marketing and Customer Service to improve engagement, consistency, and overall customer satisfaction
• Maintain departmental service level targets for social media response and resolution
• Maintain strong working knowledge of Fellers' products and services
• Additional duties as assigned

Qualifications

• Minimum 2 years of experience in a Customer Service role; prior experience monitoring or responding on social media platforms preferred
• Familiarity with social media management or moderation tools (e.g., Meta Business Suite, Sprout Social, Hootsuite, or similar) preferred
• Strong written communication and customer service skills
• Excellent judgment, attention to detail, and the ability to manage sensitive or difficult interactions professionally
• Ability to prioritize and manage a high volume of inquiries across multiple channels in a fast-paced, high-visibility environment
• Prior experience mentoring, training, or informally leading others preferred
• High school diploma required
• A passion for customer advocacy and protecting brand reputation
• Proficient with Microsoft Office Suite

Physical Requirements:

• May work from a seated position for extended periods
• Ability to focus on computer monitors for extended periods

Remote Work Requirements:

• Quiet and professional workplace free from noise (kids, pets, etc.)
• High speed internet access with minimum speed of 50 mbps
• A chair and flat surface or desk to work from