Customer Support Manager - Social Media & Escalations

About the role

As the manager of the brand new CX Social Media & Escalations team, your main goal is to oversee the day-to-day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki’s review sites and social media platforms. We are looking for someone to take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.

What you’ll do

Operations Management

• Build and manage a team of high-performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram, etc.
• Ensure all communications are handled correctly, with swift complaint resolutions and proactive efforts to engage with customers.
• Manage the day-to-day operations of the team to ensure ...