**Customer Support Manager, Social Media – Direct-to-Consumer Experience Expert**

Are you a seasoned customer support professional with a passion for social media and a knack for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join the Viewer Experience team at blithequark, where you'll have the opportunity to make a lasting impact on the direct-to-consumer experience for millions of viewers worldwide. **About blithequark** blithequark is a leading innovator in the entertainment industry, with a portfolio of premium streaming services that include Hulu and Disney+. Our mission is to deliver unparalleled entertainment experiences to our viewers, and we're looking for talented individuals like you to help us achieve this goal. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about creating exceptional experiences for our viewers, and we're excited to have you join our journey. **Job Summary** We're seeking an experienced Customer Support Manager, Social Media to lead our social media support operations across multiple platforms, including Twitter, Facebook, and AppFollow. As a key member of our Viewer Experience team, you'll be responsible for overseeing the performance of our social media support channels, analyzing performance data, and implementing process improvements to enhance the customer experience. If you're a strategic thinker with a passion for social media and a proven track record of leading high-performing teams, we want to hear from you. **Key Responsibilities** As a Customer Support Manager, Social Media, you'll have the following key responsibilities: * Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across multiple social media platforms * 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 Hulu and Disney+’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 * Other duties as assigned to meet the evolving needs of the team and business **What You'll Need** To be successful in this role, you'll need the following qualifications and skills: * 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 qualifications and skills 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 **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Support Manager, Social Media, you'll have access to a range of learning and development opportunities, including: * Regular training and development programs to enhance your skills and knowledge * Opportunities to work on high-profile projects and initiatives * Collaborative and dynamic work environment with a team of passionate and experienced professionals * Flexible work arrangements to support your work-life balance * Competitive compensation and benefits package, including medical, financial, and other benefits **Work Environment and Company Culture** blithequark is a dynamic and innovative company that's passionate about creating exceptional experiences for our viewers. Our company culture is built on a foundation of collaboration, creativity, and a commitment to excellence. As a Customer Support Manager, Social Media, you'll be part of a team that's dedicated to delivering exceptional customer experiences, and you'll have the opportunity to work on high-profile projects and initiatives that will make a lasting impact on our viewers. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including a base salary, bonus, and long-term incentive units, as well as a range of benefits, including medical, financial, and other benefits. The hiring range for this position in CA is $103,500.00 to $138,800.00 per year, and 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. **How to Apply** If you're a motivated and experienced customer support professional with a passion for social media, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience. **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, 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. **Disclaimer** The information contained in this job posting is for general information purposes only and is subject to change without notice. blithequark reserves the right to modify or withdraw this job posting at any time, and all applications are subject to review and approval. Apply for this job