Job Description
Overview: Delaware North is hiring a full-time Social Media Customer Care Supervisor to join our team in Buffalo, New York. As a Social Media Supervisor , you will be responsible for overseeing the daily operations and performance of the social customer care team. If you are analytical, strategic, and thrive in a dynamic environment, we encourage you to apply. Additional Details: We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including: Weekly pay Training and development opportunities Employee discounts Flexible work schedules Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement. Responsibilities: Participate in live chat by engaging with agents, answering questions, and supporting troubleshooting and research needs Track and analyze team performance metrics, including response times, resolution rates, and customer satisfaction, while providing actionable feedback Deliver onboarding and ongoing training sessions, and create training materials and best practice resources Review customer interactions to confirm compliance with company policies, procedures, and quality standards Resolve escalated customer issues promptly and collaborate with other departments to reach effective outcomes Prepare and contribute to regular reports on team performance, customer feedback, and key metrics Improve customer service processes while supporting social media engagement strategies and ensuring effective use of customer care tools with enhancement recommendations Qualifications: High school diploma or equivalent required Minimum of 2 years of experience in a customer service role, preferably within a social media or digital environment ; p revious supervisory experience is highly desirable Strong leadership and team management abilities Proficient in social media platforms such as Facebook, Twitter, Instagram, and LinkedIn Ability to analyze performance metrics and generate reports Familiarity with customer service tools and software Flexibility to work various shifts, including weekends and holidays