Social Media Care Team Lead

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

Team mission

Our mission is to be an integral element of building our Brand by engaging with our traveler, influencer, and employee communities through the GetYourGuide Social Media channels in personalized, brand-reflective ways.

You Will

• Lead, coach, and mentor a team of Social Media Care Specialists to achieve ambitious operational targets and support them in their learning and development
• Develop and implement a data-supported team strategy that drives excellence across process, operational setups, and continuous improvements
• Define the quarterly team OKRs and priorities, distribute ownership across the team, and ensure execution against operational targets and SLAs while keeping the big picture in mind
• Work closely with Brand and Marketing teams to ensure campaigns and content are engaged with, and promoted, via excellent community engagement
• Ensure a strong collaboration between your team and key stakeholders both internally and externally the Care department to drive quality and process improvement
• Own and manage ad-hoc projects, experiments, and high impact initiatives such as solutions for scale and automation, in order to drive growth and innovation
  
  

Who You Are

• An experienced people manager and know how to motivate and coach your high-performance team in a dynamic environment to achieve efficiency, quality, and continuous improvement goals
• Experienced in leading a customer service team (or comparable)
• Professional experience in engaging with social media communities
• Possess a solid understanding of the social media landscape and its expected future developments
• Strong business acumen to set the team’s strategic direction, define priorities to create focus, and drive the right actions
• Proven experience with creating and optimizing processes in a fast-growing Social Media environment, preferably e-commerce
• Dive deep into the data (Sheets, Looker) to generate insights and measure the team’s impact
• Know how to engage (senior) stakeholders around an initiative and lead it to success
• A great communicator who uses tailored styles to influence different personalities
• Flexible, excited by change, and able to adapt to evolving business needs
• Excellent written and verbal communication skills in English
  
  

How We Set You Up For Success

• Invest in your development with an annual personal growth budget
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies
  
  

And more...

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via jobs@getyourguide.com.

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.

Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to jobs@getyourguide.com. Stay vigilant and protect yourself from recruitment scams.