**Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Hulu and Disney+**

Are you a passionate and experienced leader who thrives in the fast-paced world of social media customer support? Do you have a proven track record of inspiring and developing high-performing teams, and a deep understanding of the importance of delivering exceptional experiences to customers across multiple platforms? If so, we want to hear from you! At blithequark, we're on a mission to revolutionize the way we connect with our viewers, and we're seeking a talented Customer Support Manager, Social Media to join our Viewer Experience team. **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 to millions of viewers around the world. With Hulu and Disney+, we're pushing the boundaries of what's possible in the world of entertainment, and we're looking for talented individuals like you to join our team and help us shape the future of viewer experiences. **The Role** As our Customer Support Manager, Social Media, you'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You'll analyze performance data, oversee our brand presence, and ensure the consistent representation of our brand voice across all public-facing interactions. This role requires close collaboration with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identifying opportunities for operational improvements. **Key Responsibilities** * Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional viewer experiences across Hulu and Disney+ * 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 **What You'll Need** * 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** * 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 **Why Join blithequark?** * Competitive salary range: $103,500.00 to $138,800.00 per year * 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 global leader in the entertainment industry * Collaborative and dynamic work environment * Professional development and growth opportunities **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional viewer experiences, 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 your story and learn more about your qualifications. **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 hiring range for this position in CA is $103,500.00 to $138,800.00 per year. 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. 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. Apply for this job