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. Apply for this job