Social Media Customer Support Manager
- Drive strategy and vision for current and future social media customer care program, positioning Okta as the leader in Social Media Support.
- Adapt Social Support Processes and Procedures to the ever-evolving Social Media landscape.
- Collaborate with Social Media Marketing and Support on-going Social Media Campaigns.
- Create Social Support efficiencies by developing and streamlining Monitoring and Response Process.
- Develop Analytics Framework for Social Media Customer Care and Regularly Report on Social Support activity.
- Expand Social Media Support Program to include Communities, Forums, Blogs, both on and off domain.
- Develop Requirements for Social Media Support Response Analyst role, with the focus on growing Social Media Support Team.
- Create Social Support Training and Assessment Process.
- Facilitate alignment between Global Support and Social Support offering.
- Gather Requirements for and evaluate Social Media Customer Care Tools.
- 5-8 Years experience in Social Media Customer Support Leadership, with front-line customer support experience.
- Demonstrated ability to establish vision, problem solve, and create solutions with little direct oversight.
- Experience supporting complex cloud software solutions on Social Media.
- Experience analyzing data to identify trends and present findings.
- Strong Customer Focus.
- Exceptional Communication (Reading and Writing), with attention to detail.
- Knowledge of Social Media Support Tools (Lithium, Sprinklr, or similar).
- Microsoft Office experience.
- Some travel required.
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