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

Are you a passionate and experienced leader with a knack for delivering exceptional customer experiences through social media? Do you thrive in a fast-paced environment where creativity and strategic thinking come together to drive business growth? If so, we invite you to join blithequark's Direct-to-Consumer team as a Customer Support Manager, Social Media. At blithequark, we're revolutionizing the way people consume entertainment and media through our premium streaming services, including Hulu and Disney+. As a key member of our Viewer Experience team, you'll play a vital role in shaping the customer journey across social media channels, ensuring that our brand voice is consistently represented, and our viewers receive the best possible experience. **About blithequark's Direct-to-Consumer Experience** blithequark's Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within blithequark Entertainment, helping to bring the company's best-in-class storytelling to fans and families everywhere. Our team is dedicated to delivering exceptional customer experiences through innovative products, engaging content, and personalized interactions. **Your Role as a Customer Support Manager, Social Media** As a Customer Support Manager, Social Media, you'll lead 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. Your responsibilities will include: * Leading and motivating a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across social media channels * 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+ * Managing team schedules, shift bids, and coverage to meet business needs * 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 will be highly valued: * 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** As a valued member of our team, you'll enjoy a comprehensive compensation package, including: * A competitive salary range of $103,500.00 to $138,800.00 per year, depending on your location, experience, and qualifications * A bonus and/or long-term incentive units may be provided as part of the compensation package * A full range of medical, financial, and/or other benefits, dependent on the level and position offered **Work Environment and Culture** At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' growth and well-being. Our culture is built on the principles of innovation, creativity, and collaboration, and we're passionate about delivering exceptional customer experiences through our products and services. **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 application, including your resume and a cover letter, through our career site. We're an equal opportunity employer and welcome applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, and we're proud to be an equal opportunity employer. **Equal Employment Opportunity** blithequark and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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. **Posting is Subject to Change** Please note that this posting is subject to change, and we recommend checking our career site for the latest availability. Apply for this job