Experienced Social Care Manager – Customer Support and Social Media Engagement Leader for Direct-to-Consumer Platforms

Introduction to blithequark blithequark is a leading provider of premium streaming services, offering an unparalleled collection of content from renowned brands and franchises. Our direct-to-consumer (DTC) platforms have revolutionized the way people consume entertainment, and we are committed to delivering exceptional viewer experiences. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms, including Hulu and Disney+. About the Role We are seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels, including Twitter, Facebook, and AppFollow. As a seasoned leader, you will be responsible for managing 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 support and social media engagement 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 To be successful in this role, you will 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 Preferred Qualifications While not essential, the following qualifications are highly desirable: 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 Social Care Manager, you will have access to: Comprehensive training programs to enhance your skills and knowledge Opportunities for career advancement and professional growth A collaborative and dynamic work environment that fosters innovation and creativity A culture that values diversity, equity, and inclusion Work Environment and Company Culture blithequark is a company that values its employees and is committed to creating a positive and inclusive work environment. Our company culture is built on the principles of: Respect and empathy for our customers and employees A passion for delivering exceptional experiences A commitment to diversity, equity, and inclusion A culture of innovation and creativity Compensation, Perks, and Benefits As a Social Care Manager at blithequark, you can expect: A competitive salary range of $103,500.00 to $138,800.00 per year A comprehensive benefits package, including medical, financial, and other benefits A bonus and/or long-term incentive units as part of the compensation package Opportunities for professional growth and development Conclusion If you are a motivated and experienced social media professional looking for a new challenge, we encourage you to apply for the Social Care Manager role at blithequark. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms and delivering exceptional viewer experiences. Join our team and be part of a company that values its employees and is committed to creating a positive and inclusive work environment. Apply for this job