Experienced Customer Support Manager, Social Media – Leading Viewer Experience Team for Direct-to-Consumer Platforms

Introduction to blithequark

At blithequark, we are revolutionizing the way people experience entertainment through our premium streaming services. As a leader in the direct-to-consumer (DTC) space, we offer a range of services that cater to diverse audiences, including a premium streaming service with a vast library of hit series, movies, and live television, as well as a Disney-branded streaming service featuring an incomparable collection of content from renowned brands and franchises. Our Viewer Experience team is dedicated to delivering exceptional support to our viewers, and we are now seeking an experienced Customer Support Manager, Social Media to join our team.

About the Role

As a Customer Support Manager, Social Media at blithequark, you will be responsible for overseeing operations across social media support channels for our DTC platforms. You will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and quality management. Your expertise in social media engagement, moderation strategies, and reporting will be essential in driving our social media support strategy forward. If you are passionate about delivering exceptional customer experiences and have a strong understanding of the social media landscape, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve high-level performance and quality management
• 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 our DTC platforms
• 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
• 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

• 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 and analytics systems to measure and improve the customer experience
• Experience in reporting, data analysis, and the use of reporting tools
• 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

• 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 Customer Support Manager, Social Media, you will have access to a range of training and development opportunities, including workshops, webinars, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our company culture encourages innovation, creativity, and collaboration, and we are dedicated to helping our employees achieve their career goals.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We believe in fostering a culture of inclusivity, respect, and empathy, and we are committed to creating a workplace where everyone feels valued and supported. Our offices are located in Santa Monica, CA, San Antonio, TX, and New York, NY, and we offer a range of amenities and benefits to support our employees' well-being and productivity.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, as well as a range of benefits, including medical, financial, and other perks. Our compensation package is designed to recognize and reward our employees' hard work and contributions to the company. We also offer opportunities for career advancement and professional growth, as well as a range of training and development programs to help our employees achieve their career goals.

Conclusion

If you are a motivated and experienced customer support professional with a passion for social media, we encourage you to apply for this exciting opportunity to join our Viewer Experience team at blithequark. As a Customer Support Manager, Social Media, you will play a critical role in delivering exceptional customer experiences and driving our social media support strategy forward. Don't miss this chance to join a dynamic and innovative company that is shaping the future of entertainment. Apply now to become a part of our team and help us create a world-class customer experience for our viewers.