Experienced Customer Support Manager for Social Media – Leading Viewer Experience Team and Driving Exceptional Customer Journeys through Strategic Social Media Engagement and Performance Analysis

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our premium streaming services, including Hulu and Disney+. Our Direct-to-Consumer (DTC) team is dedicated to providing top-notch support to our viewers, and we are now seeking an experienced Customer Support Manager, Social Media to join our Viewer Experience team. As a leader in the industry, blithequark is committed to fostering a culture of innovation, creativity, and inclusivity, where every employee has the opportunity to grow and thrive.

Job Overview

The Customer Support Manager, Social Media will be responsible for overseeing operations across social media support channels, including Twitter, Facebook, and AppFollow, for our DTC platforms. The ideal candidate will have a strong passion for social media engagement, moderation strategies, and reporting and performance analysis. As a key member of our team, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and quality management.

Key Responsibilities

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences through social media channels
• Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth
• Manage social quality assurance programs to measure and improve the performance of internal and external teams
• Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and Disney+
• Manage team schedules, shift bids, and coverage to meet business needs
• Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs
• Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)
• Ensure that blithequark's tone and voice are consistently reflected in all social media interactions, especially during crisis moments
• Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers
• Use data to drive decisions and continuously enhance the customer experience through social channels

Essential Qualifications

• Bachelor's degree or equivalent professional experience
• 3 years' experience managing a team, with a proven ability to inspire and develop team members
• 5+ years' experience in social media customer support or a related field
• Experience in social quality management processes and tools to assess and improve service quality
• Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience
• Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics)
• Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends
• Ability to analyze performance data and implement process improvements

Preferred Qualifications

• Proven experience managing remote teams and/or international teams
• Experience defining and measuring individual and team-based performance for customer service organizations
• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable
• Ability to thrive in a fast-paced, ever-evolving environment
• Strong customer empathy and a passion for delivering exceptional experiences via social media
• A proactive problem solver with a strategic mindset
• Content creation experience
• Bilingual or multilingual

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Manager, Social Media, you will have the opportunity to develop your skills and expertise in social media engagement, moderation strategies, and performance analysis. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values diversity, inclusivity, and creativity. Our work environment is fast-paced and collaborative, with a focus on delivering exceptional customer experiences. We offer a range of benefits, including flexible working hours, professional development opportunities, and a comprehensive compensation package.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary range of $103,500.00 to $138,800.00 per year, depending on experience and location. We also offer a range of benefits, including medical, financial, and other perks, as well as opportunities for professional growth and development.

Conclusion

If you are a motivated and experienced customer support professional with a passion for social media engagement and performance analysis, we encourage you to apply for this exciting opportunity to join our Viewer Experience team at blithequark. As a Customer Support Manager, Social Media, you will have the chance to make a real difference in the lives of our customers and contribute to the success of our company. Don't miss out on this opportunity to join a dynamic and innovative team and take your career to the next level.