**Customer Support Manager, Social Media – Crafting Exceptional Viewer Experiences for Hulu and Disney+**

Are you a passionate and experienced leader with a knack for driving exceptional customer experiences through social media? Do you thrive in fast-paced environments where creativity and strategic thinking come together? If so, we're excited to invite you to join our dynamic team at blithequark as a Customer Support Manager, Social Media. As a key member of our Viewer Experience team, you'll have the opportunity to shape the future of direct-to-consumer (DTC) experiences for Hulu and Disney+, two of the world's most beloved entertainment brands. **About blithequark** blithequark is a global leader in the entertainment industry, bringing joy and wonder to audiences around the world through its iconic brands, including Disney, Pixar, Marvel, Star Wars, and National Geographic. Our Direct-to-Consumer (DTC) team is at the forefront of this revolution, delivering innovative streaming services that are redefining the way people consume entertainment. As a Customer Support Manager, Social Media, you'll be part of a team that's passionate about creating exceptional viewer experiences and pushing the boundaries of what's possible in the social media space. **Job Summary** We're seeking an experienced and results-driven Customer Support Manager, Social Media to lead our social media support operations across Twitter, Facebook, and AppFollow for Hulu and Disney+. As a key member of our Viewer Experience team, you'll be responsible for overseeing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and exceptional customer experiences across all public-facing interactions. If you're a strategic thinker with a passion for social media, customer experience, and team leadership, we want to hear from you. **Key Responsibilities** As a Customer Support Manager, Social Media, you'll have the opportunity to make a significant impact on our Viewer Experience team. Your key responsibilities will include: * Leading and motivating a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across all social media channels * Conducting one-on-ones with direct reports to track progress, provide feedback, and support professional growth * Managing social quality assurance programs to measure and improve the performance of internal and external teams * Enforcing key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and Disney+ * Managing team schedules, shift bids, and coverage to meet business needs * Building and managing relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs * Providing guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events) * Ensuring that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions, especially during crisis moments * Supporting proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers * Using data to drive decisions and continuously enhance the customer experience through social channels * Other duties as assigned to meet the evolving needs of the team and business **What You'll Need** To succeed in this role, you'll need: * A 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 **Nice-to-Haves** While not required, the following skills and experiences would be a plus: * 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 **What We Offer** As a valued member of our team, you'll enjoy a range of benefits, including: * Competitive salary and bonus structure * Comprehensive medical, financial, and other benefits * Opportunities for professional growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Access to cutting-edge technology and tools * Flexible work arrangements, including remote work options **How to Apply** If you're a motivated and results-driven leader with a passion for social media and customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. **Compensation** The hiring range for this position in CA is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Apply for this job