Social Media Team Lead

Company Overview

At Rosabella, we're dedicated to helping women feel their best through every chapter of their wellness journey. Inspired by a personal story, we set out to create thoughtfully formulated supplements that provide meaningful nutritional support during menopause and beyond. By combining carefully selected ingredients with a commitment to quality and transparency, we're making it easier for women to prioritize their health with products they can trust.

Position Summary

The Social Media Team Lead owns Rosabella's social media customer engagement: moderating comments and replying to DMs across our social channels. This is not a social media marketing or content role. It sits inside Customer Service, alongside our Email and Live Call channels, and is focused entirely on how we show up when customers and prospects engage with us directly on social.

You will lead a team of CS agents dedicated to comment moderation and DM response, setting the standard for tone, speed, and accuracy while managing the day-to-day performance of your team. You'll work closely with the Head of Customer Service to keep this channel consistent with the rest of the CS org.

Key Responsibilities

• Team Leadership: Lead and manage a team of CS agents responsible for social comment moderation and DM response.

• Comment Moderation: Oversee moderation of public comments across social channels, ensuring brand-safe, on-voice responses and appropriate escalation of sensitive or negative comments.

• DM Response Management: Oversee timely, accurate responses to direct messages, covering order issues, product questions, and general inquiries.

• Standards & Brand Voice: Maintain and evolve macros and SOPs for the social channel, ensuring responses are consistent with brand voice while still feeling personal.

• Performance Targets: Own CSAT, response time, and resolution time targets for the social media channel, holding your team accountable to them.

• Coaching & Development: Run regular coaching sessions and team meetings, review agent responses, and give direct feedback to raise the bar over time.

• Escalation: Resolve or route sensitive, high-visibility, or crisis-adjacent comments and DMs quickly and with clear judgment.

• Documentation: Maintain accurate records of social interactions and escalations in Richpanel.

• Pattern Reporting: Flag recurring issues, complaints, or trends to the Head of Customer Service so they can be addressed at the root cause.

Qualifications

Required:

• Prior customer service experience, including direct experience moderating comments or managing DMs on social platforms.

• Prior experience leading, supervising, or mentoring a team.

• Strong written English with a clear, professional, and warm tone.

• Comfortable making fast, sound judgment calls on public-facing content.

• A reliable backup device and internet connection, in addition to your primary setup.

• A working camera for coaching sessions and team meetings.

Preferred:

• Experience in DTC, e-commerce, or subscription customer service.

• Experience with Richpanel or a comparable helpdesk/social inbox platform.

• Experience handling negative comment or reputation situations on social media.

• Based in the Philippines or LATAM.

Who This Role Is Not For

• This is not a social media marketing, content, or growth role. It is customer service delivered through social channels.

• This is not for people uncomfortable managing a team or giving direct feedback.

• This is not for people who freeze up or need heavy oversight when a comment thread turns negative.

• This is not for people without a reliable backup device or internet connection. Coverage can't go down.

Work Environment

• Fully remote position, working an assigned shift.

• Part of a growing, international Customer Service team, working alongside Email and Live Call leadership.

• Direct coaching and feedback culture, with camera-on coaching sessions.

• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.

• Accountability: Team members own their decisions, mistakes, and outcomes.

• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify

• Richpanel

• Loop

• Checkout Champ

• When I Work

• Fulfil

Hiring Process

• Application review.

• Initial interview with recruiter.

• Hiring manager interview.

• Offer