Experienced Social Care Manager (Customer Support) – Direct-to-Consumer Experience

Are you a seasoned leader with a passion for delivering exceptional customer experiences through social media? Do you thrive in fast-paced environments where creativity and strategic thinking are essential? If so, we invite you to join blithequark's Direct-to-Consumer (DTC) team as a Social Care Manager, overseeing social media support channels for our premium streaming services, including Hulu and Disney+. At blithequark, we're revolutionizing the way people consume entertainment and media. Our DTC team is dedicated to providing an unparalleled viewer experience, and we're seeking a talented Social Care Manager to lead our social media support efforts. As a key member of our Viewer Experience team, you'll be responsible for managing a team of social media moderators, specialists, and external partners, ensuring high-level performance and exceptional customer experiences across all public-facing interactions.

About blithequark

blithequark is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) team is at the forefront of this revolution, delivering premium streaming services that captivate audiences worldwide. With a commitment to excellence and a passion for storytelling, we're shaping the future of entertainment and media.

Key Responsibilities

As a Social Care Manager, you'll be responsible for:

• Leading and motivating a team of social media moderators, specialists, and external partners to deliver exceptional customer experiences across all public-facing interactions
• 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+
• 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

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 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

Work Environment and Culture

As a member of our Direct-to-Consumer (DTC) team, you'll be part of a dynamic and collaborative environment that values creativity, innovation, and customer-centricity. Our team is passionate about delivering exceptional experiences and is committed to excellence in all aspects of our work. We offer 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

Compensation and Benefits

The hiring range for this position is $103,500.00 to $138,800.00 per year, depending on the candidate's geographic region, job-related knowledge, skills, and experience. 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.

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences through social media, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you! Apply to this job Apply for this job