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

Are you a passionate and experienced leader in social media customer support, looking to join a dynamic team that thrives on innovation and excellence? Do you have a proven track record of inspiring and developing team members, with a strong passion for delivering exceptional experiences via social media? If so, we invite you to join blithequark's Direct-to-Consumer team as a Customer Support Manager, Social Media.

About blithequark's Direct-to-Consumer Team

blithequark's Direct-to-Consumer team is a pioneering force in the entertainment industry, overseeing the Hulu and Disney+ streaming businesses within blithequark Entertainment. Our mission is to bring The Walt Disney Company's best-in-class storytelling to fans and families everywhere, through innovative and engaging experiences. As a key member of our team, you will have the opportunity to contribute to the development of our Direct-to-Consumer strategy, and help shape the future of entertainment.

Job Summary

We are seeking an experienced Customer Support Manager, Social Media to lead our Viewer Experience team in providing exceptional support to our customers across social media channels. As a key member of our team, you will be responsible for overseeing operations across Twitter, Facebook, AppFollow, and other social media platforms, ensuring high-level performance from our contracted agents and in-house team. You will analyze performance data, oversee our brand presence, and ensure the 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 deliver exceptional customer experiences across social media channels

• 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

Essential Qualifications

* 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

Nice-to-Haves

* 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

* Competitive salary range: $103,500.00 to $138,800.00 per year (dependent on location, experience, and qualifications)

• Bonus and/or long-term incentive units may be provided as part of the compensation package
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a dynamic and innovative team in the entertainment industry
• Professional growth and development opportunities
• Collaborative and inclusive work environment

How to Apply

If you are a motivated and experienced leader in social media customer support, with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

About blithequark

blithequark is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request.

Note:

Posting is subject to change, so please refer to our career site for the latest availability. Apply for this job