Social Escalations Program Manager

📋 Description

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage
• Actively monitor public social channels for brand mentions, surfacing potential escalations and
• Own social escalations end-to-end during your coverage hours
• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms
• Build social reports in real-time, using the data to drive actionable recommendations that quickly
• Write clear post-escalation reports that capture what happened, what we did, and what should

🎯 Requirements

• 6+ years of experience in social analytics, escalations management, customer support, or a related
• Deep knowledge of the social landscape and hands-on experience using social listening tools (query
• Excellent judgment under pressure and have a strong instinct for how issues spread across public
• Sharp written communication—you can brief a senior leader in three sentences and document an
• Comfort coordinating across functions in real time and influencing partners without positional
• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and

🎁 Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Lovely office space in which to collaborate with colleagues
• Visa sponsorship (we do sponsor visas!)