Experienced Customer Support Manager for Social Media – Leading Viewer Experience Team and Driving Exceptional Customer Journeys through Strategic Leadership and Innovative Problem-Solving

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our premium streaming services, including a vast library of hit series, movies, and live television. Our direct-to-consumer (DTC) team is dedicated to creating a seamless and engaging viewer experience, and we are looking for a talented and experienced Customer Support Manager 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, develop, and thrive.

Job Summary

We are seeking a highly skilled and passionate Customer Support Manager, Social Media to oversee operations across social media support channels for our DTC platforms. The ideal candidate will have a strong background in social media engagement, moderation strategies, and performance analysis, as well as a passion for delivering exceptional customer experiences. As a key member of our Viewer Experience team, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and consistent representation of our brand voice across all public-facing interactions.

Key Responsibilities

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve exceptional customer experiences and high-level performance
• Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth and development
• Manage social quality assurance programs to measure and improve the performance of internal and external teams, ensuring consistent and exceptional customer experiences
• Enforce key performance metrics, including service levels, agent/operational productivity, and response times across our DTC platforms
• Manage team schedules, shift bids, and coverage to meet business needs and ensure seamless customer support
• 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, such as outages and 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 and exceptional customer experiences
• Use data to drive decisions and continuously enhance the customer experience through social channels, leveraging analytics and reporting tools to inform strategic decisions
• Collaborate with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identify opportunities for operational improvements

Essential Qualifications

• Bachelor's degree or equivalent professional experience in a related field, such as customer support, social media management, or communications
• 3 years' experience managing a team, with a proven ability to inspire and develop team members and drive exceptional performance
• 5+ years' experience in social media customer support or a related field, with a strong understanding of social media engagement, moderation strategies, and performance analysis
• Experience in social quality management processes and tools to assess and improve service quality, with a focus on delivering exceptional customer experiences
• Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience, with a strong understanding of data-driven decision making
• Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics) to inform strategic decisions and drive business outcomes
• Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends, with a focus on delivering exceptional customer experiences
• Ability to analyze performance data and implement process improvements, with a strong understanding of operational excellence and continuous improvement

Preferred Qualifications

• Proven experience managing remote teams and/or international teams, with a strong understanding of virtual collaboration and remote work strategies
• Experience defining and measuring individual and team-based performance for customer service organizations, with a focus on delivering exceptional customer experiences
• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable, with a strong understanding of technology and digital tools
• Ability to thrive in a fast-paced, ever-evolving environment, with a focus on adaptability, resilience, and continuous learning
• Strong customer empathy and a passion for delivering exceptional experiences via social media, with a deep understanding of customer needs and preferences
• A proactive problem solver with a strategic mindset, with a focus on driving business outcomes and delivering exceptional customer experiences
• Content creation experience, with a strong understanding of content strategy and creation principles
• Bilingual or multilingual, with a strong understanding of diverse cultures and languages

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, with a focus on providing opportunities for continuous learning, professional development, and career advancement. As a Customer Support Manager, Social Media, you will have the opportunity to develop your skills and expertise in social media management, customer support, and leadership, with a focus on delivering exceptional customer experiences. You will also have access to a range of training and development programs, including workshops, webinars, and conferences, to help you stay up-to-date with the latest trends and best practices in the industry.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive culture, with a focus on creating a workplace where every employee feels valued, respected, and empowered to contribute. We believe in fostering a culture of innovation, creativity, and collaboration, where every employee has the opportunity to grow, develop, and thrive. Our office is located in Santa Monica, CA, and we offer a range of amenities and benefits, including a fitness center, cafeteria, and on-site parking, to support the well-being and productivity of our employees.

Compensation, Perks, and Benefits

We offer a competitive salary range of $103,500.00 to $138,800.00 per year, depending on experience and qualifications, as well as a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including free parking, on-site fitness classes, and access to our premium streaming services, to support the well-being and productivity of our employees.

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, 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 opportunity to lead a team of talented professionals, drive exceptional customer experiences, and contribute to the growth and success of our business. Don't miss out on this opportunity to join a dynamic and innovative company and take your career to the next level. Apply now to become a part of our team and help us deliver exceptional customer experiences to our viewers around the world.