Job Summary: The Social Care Supervisor leads a digital customer service team on social media, optimizing operations and safeguarding brand reputation. Key Highlights: 1. Lead an operational team in a dynamic digital environment 2. Influence continuous process improvement and talent development 3. Collaborate closely with key internal departments and external agencies Country Mexico Working Schedule Temporary Work Arrangement Hybrid Posted Date 13\-Feb\-2026 Job ID 15378 ### **Description and Requirements** *We are global experts and recognized leaders in insurance. With over 150 years of experience, we deliver best-in-class life insurance, annuities, and benefits programs to more than 90 million customers across 50 countries. In Mexico, we are the #1 life insurer in the country, serving over 10 million insured individuals.* **The Team You Will Join** You will join the Marketing Communications area at MetLife Mexico, specifically the Social Care team. This team manages customer engagement and conversations via social media and digital channels, ensuring timely, empathetic, and brand-aligned interactions. The area plays a critical role in corporate reputation, customer experience, and loyalty, serving as a strategic touchpoint between the brand and users. **The Opportunity** The **Social Care Supervisor** is responsible for supervising, coordinating, and optimizing customer service operations across digital channels and social media, ensuring service quality, KPI compliance, and adherence to MetLife’s reputation standards in **Mexico**. This is an exciting opportunity to lead an operational team within a dynamic digital environment, with high impact on customer experience and brand perception. The role enables direct influence on continuous process improvement, strategic use of digital tools, and talent development, as well as participation in crisis management and social media conversation surges. Success in this role requires **operational leadership and analytical thinking**. The **Supervisor** ensures excellence in digital service delivery and drives team evolution through ongoing training and process optimization. You will collaborate closely with departments such as **UNE, Customer Experience, Transformation, Product, PR, and external agencies**, in an environment where every contribution is valued and every perspective is heard. **How You’ll Help Us Build a Confident Future (Key Responsibilities)** * **Lead** the Social Care team, guiding daily performance to ensure empathetic, professional, and brand-tone-aligned interactions. * **Develop** digital service strategies and ongoing training plans focused on crisis management, effective communication, and digital tool utilization. * **Manage** execution of service protocols, SLA compliance, and key metrics such as customer satisfaction and response times. * **Lead** prioritization and escalation of complex cases, ensuring efficient and timely resolution. * **Foster** team talent through consistent feedback, performance tracking, and motivational initiatives that strengthen workplace culture. * **Coordinate** with internal departments and external vendors (Sprinklr, Blip, PR agencies) to ensure message consistency and optimal platform functionality. **What You Need to Succeed (Required Qualifications)** * **Bachelor’s degree** in Communications, Marketing, Business Administration, or related field, applied to team management and digital customer service. * **Extensive knowledge of Sprinklr**, for managing, monitoring, and analyzing social media interactions. * **Experience with CRMsBlip (WhatsApp / Chatbot)**, for coordinating and aligning automated responses and conversational support. * **Leadership and decision-making skills**, with a focus on problem-solving and performance under pressure. * **Service orientation and empathy**, with strong commitment to customer experience. **What Can Give You an Edge (Additional Skills)** * Recommended experience of **3 to 5 years** in digital customer service, social care, or customer experience. * Knowledge of **KPI analysis and reporting**, to generate actionable insights and drive continuous improvement. * **Adaptability and resilience**, to manage demand surges, campaigns, and crisis situations. * **Ability to motivate and develop diverse teams**, fostering autonomy, collaboration, and high engagement. **Benefits We Offer** Our benefits are designed to support your holistic well-being, with programs covering physical and mental health, financial wellness, and family support. We offer major medical insurance, life insurance, and a competitive compensation package combined with performance bonuses, a savings fund, and a pension plan. We also provide extended parental and adoption leave, as well as additional benefits such as volunteer time off, birthday leave, Cultural Heritage Day, cultural and sports events, and much more! **About MetLife** Recognized on Fortune’s 2025 “World’s Most Admired Companies” list and Fortune’s 2025 “100 Best Companies to Work For™” list, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies—providing insurance, annuities, employee benefits, and asset management to individual and institutional customers. Our purpose is simple: to help our colleagues, customers, communities, and the world at large build a safer future. United by purpose and guided by our core values—Win Together, Do the Right Thing, Deliver Impact over Activity, and Think Forward—we are inspired to transform the next century of financial services. At MetLife, it’s \#AllTogetherPossible—join us! At MetLife, we are committed to fostering diversity among employees, through non\-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities.