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