About the team
Understanding CSM
A short, plain-language view of what the Customer Social Media team does and where it sits in the wider customer care picture.
CSM monitors social media activity, identifies emerging customer issues, supports escalation and investigation, and helps connect customer sentiment with operational teams.
Our role
A simplified view of how information flows through CSM.
Customer / Social Media
Public posts, comments and messages
CSM
Monitor, assess, categorise, escalate
Customer Support / Operations / Relevant Teams
Action, investigation and resolution
Follow-up / Response / Insight
Close the loop and share learning
Core responsibilities
Reviewing activity across monitored channels and keyword groups (sample scope).
Spotting repeated themes early so partner teams gain visibility sooner.
Routing issues with customer, operational or reputational relevance to the right team.
Supporting investigation where a case needs more than a standard reply.
Passing context between shifts through structured handover and knowledge entries.
Connecting customer sentiment with operational and process improvement work.
Placeholder organisational view — replace with the approved team chart.
CSM Lead
Placeholder role description
Assistant Managers
Placeholder role description
Executives
Placeholder role description
Placeholder contact cards for demonstration.
CSM Lead
Team direction, significant escalations, process decisions
Assistant Manager
Shift priorities, escalation support, guidance questions
Duty Executive
Live monitoring questions, handover clarifications
Systems Support
Access requests and tool issues
Contact names, numbers and channels must be replaced with approved internal details before operational use.