Head of Social Media Support

Jobgether

1d

About The Position

This role is designed for a strategic leader with deep expertise in social media support, crisis management, and customer experience. The Head of Social Media Support will define and execute global social support strategies, building high-performance teams to respond to users across platforms like Reddit, X, LinkedIn, and other social channels. You will work at the intersection of product, support, and communications, ensuring every interaction reinforces trust, clarity, and brand credibility. This position involves managing high-visibility, high-stakes situations, including real-time crisis response, while influencing executive decision-making through data-driven insights. You will develop playbooks, optimize workflows, and collaborate cross-functionally to scale social support operations and improve overall user satisfaction. The role is ideal for someone who thrives under pressure, values collaboration, and has a passion for delivering exceptional digital customer experiences.

Requirements

• 8+ years leading social programs or support operations, preferably in high-growth tech, fintech, or blockchain/crypto sectors.
• Proven experience managing high-volume social support channels with strong public visibility.
• Demonstrated success presenting to C-suite executives and influencing senior stakeholders.
• Experience collaborating with communications, PR, or brand teams, particularly during crises.
• Strong understanding of AI-human support workflows and social listening tools.
• Ability to operate effectively under high-pressure, real-time situations while shaping public narratives.
• Data-driven, outcome-oriented, with executive-level reporting skills.
• Solid organizational and project management skills in fast-moving, complex environments.
• Knowledge of crypto industry challenges and alignment with a mission-driven approach.

Nice To Haves

• experience in regulated industries, crisis communications, incident response, risk management, or familiarity with tools like Sprinklr, Salesforce, or Amazon Connect.

Responsibilities

• Champion global social support strategy, including voice, tone, playbooks, and workflows, presenting insights and recommendations to executive leadership.
• Build, lead, and scale social support teams across multiple platforms to meet users where they engage online.
• Define and manage crisis management protocols, including rapid responses to incidents, scams, or service disruptions.
• Elevate social listening, triage, and resolution processes for account issues, verification, fraud attempts, and other service-related concerns.
• Collaborate with cross-functional teams such as Product, Trust & Safety, Engineering, and Communications to address root causes and implement preventive measures.
• Oversee escalation workflows, integrating AI and human support to maintain empathy, efficiency, and resolution quality.
• Develop policies, SLA frameworks, and performance dashboards to track social support outcomes and ensure accountability.
• Serve as a credible, authoritative voice on social support, reinforcing clarity, trust, and positive user experiences.

Benefits

• Competitive base salary of $201,365—$236,900 USD, plus bonus, equity eligibility, and comprehensive benefits.
• Medical, dental, vision, and 401(k) retirement plan.
• Paid time off, flexible work arrangements, and parental leave programs.
• Opportunities for professional development and career growth.
• Collaborative and inclusive work culture with team offsites, virtual events, and engagement programs.
• Support for mental health, wellness, and work-life balance initiatives.
• Exposure to high-impact, high-visibility work at the forefront of customer experience and digital support.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 11-50 employees