Web Support Supervisor, Social Media - Golden Hippo

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the high...

We’re Looking For A(n): Web Support Supervisor, Social Media

Location: Salt Lake City, UT 

The Golden Difference. How are we different from other companies?

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You're part owner of GCC)
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days of paid sick time plus holidays
• Massive room for professional growth and results-based pay increases
• Actually fun virtual & in-person events 

What You’ll Be Doing:

As a member of the Web Support – Social Media Team, it is necessary to have fluid communication of any ongoing problems in addition to interacting with our online customer base. They are responsible for responding to comments and messages through our various social media platforms in a timely manner. They will be responsible for completing tasks assigned by supervisors and their managers, while also maintaining the productivity and quality expected of the Web Support Team. As a supervisor, you will be responsible for delegating tasks to appropriate representatives and their teams; and maintaining the productivity and quality of the Social Media Team.

• Direct the day-to-day activities/operations of the Social Media Team.
• Investigate and report any departmental trends to management and the corporate office. 
• Process time sheets for all agents in a timely manner.
• Responsible for overall quality of agent’s performance.
• Set weekly and monthly goals with each social media agent.
• Analyze productivity, attendance, and quality of social media interactions.
• Coach and counsel representatives as needed.
• Inform Assistant Manager of any issues or absences of Social Media Representatives.
• Work with Customer Service management team and HR for any employee issue.
• Perform other duties as assigned.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Thorough knowledge of windows-based applications and software programs.
• 3 years’ experience in Customer Service.
• Working knowledge of call center systems and/or workflows.
• Data Analytical Skills.
• Community Managment/Marketing Knowledge.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.