The Consumer Care Supervisor is responsible for driving day‑to‑day operational excellence within the Consumer Care team by ensuring timely, accurate, and high‑quality service delivery across multiple digital channels. This role oversees community management, content publishing, knowledge base updates, and promotional support, while ensuring all activities meet established service level objectives. The supervisor plays a key role in improving overall consumer satisfaction by delivering insights, supporting capability building, and maintaining efficient workflows across platforms.

1. Community Management (Facebook Groups & Digital Touchpoints)

• Monitor and respond to consumer inquiries, comments, and posts within official Facebook groups and other digital communities.
• Maintain a positive brand experience by ensuring timely, empathetic, and accurate engagement.
• Escalate sensitive or complex issues to the appropriate teams following internal protocols.
• Track community sentiment trends and identify common consumer pain points.

2. Promotion Management (Raffles, Contests, and Engagement Activities)

• Administer and oversee end‑to‑end execution of online promotions such as raffle draws, contests, and community engagement activities.
• Ensure compliance with brand guidelines, legal requirements, and promotional mechanics.
• Validate entries, coordinate with marketing teams, and ensure timely winner announcements and prize fulfillment.
• Maintain documentation and reporting for audit and transparency.

3. Content Publishing (Simple Edits & Platform Updates)

• Review, edit, and publish simple content updates across consumer‑facing platforms (FAQs, announcements, guidelines).
• Assign content tasks to team members and ensure accurate and consistent execution.
• Coordinate with marketing and brand teams to update content based on campaigns, product changes, and consumer feedback.
• Perform quality checks to ensure published content adheres to tone‑of‑voice, accuracy, and brand standards.

4. Knowledge Base Management (FAQ Writing & Quality Improvement)

• Support the FAQ Analyst in drafting, reviewing, and refining knowledge base articles.
• Ensure responses and entries are simple, clear, accurate, and aligned with consumer needs.
• Proactively identify outdated content or information gaps based on recurring issues.
• Conduct scheduled audits to ensure knowledge base quality and consistency.

5. Voice of Consumer (VOC) & CES Reporting (Analytics & Insights)

• Gather and analyze operational data including consumer satisfaction scores, issue types, response times, and sentiment trends.
• Translate data into meaningful insights and actionable recommendations for business teams.
• Prepare regular performance dashboards and reports for internal stakeholders.
• Highlight systemic issues and partner with cross‑functional teams (Marketing, Digital, Product, QA) to improve the end‑to‑end consumer experience.

6. Operations Leadership & Team Support

• Supervise frontline agents, ensuring productivity, quality, and adherence to protocols.
• Support onboarding and ongoing training of team members on tools, processes, and communication standards.
• Ensure SLA compliance across all touchpoints and proactively resolve operational bottlenecks.
• Foster a positive, collaborative, and consumer‑centric team culture.