Customer Support Manager, Social Media – Lead the Voice of blithequark's DTC Platforms

Are you a seasoned leader with a passion for delivering exceptional customer experiences across social media channels? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as our Customer Support Manager, Social Media, where you'll play a pivotal role in shaping the voice of our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. In this dynamic role, you'll oversee the operations of our social media support channels, leading a team of Social Media Moderators, Specialists, and outsourced agents to ensure seamless customer interactions and a consistent brand voice across all public-facing interactions. Your expertise in social media engagement, moderation strategies, and performance analysis will be instrumental in driving high-level performance from our contracted agents and in-house team.

About blithequark

At blithequark, we're dedicated to revolutionizing the way people engage with our DTC platforms. Our mission is to provide unparalleled customer experiences that leave a lasting impression. As a leader in the industry, we're committed to innovation, collaboration, and continuous growth. If you're passionate about delivering exceptional customer experiences and shaping the future of social media support, we want to hear from you.

Key Responsibilities:

* Lead and motivate a high-performing team of Social Media Moderators, Specialists, and outsourced agents to ensure exceptional customer experiences across social media channels

• Conduct one-on-one meetings with direct reports to foster growth, development, and accountability
• Develop and implement social quality assurance programs to maintain high standards of customer service
• Enforce key performance metrics to drive team performance and ensure consistent brand representation
• Build and maintain relationships with third-party technology partners to optimize our social media support capabilities
• Analyze performance data to inform strategic decisions and drive continuous improvement
• Collaborate with cross-functional teams to ensure seamless integration of social media support with other customer-facing channels
• Provide guidance and support during live TV events, outages, and crisis scenarios, which may include evenings and weekends

Essential Qualifications:

* 5+ years of experience in customer support, with a focus on social media engagement and moderation strategies

• Proven track record of leading high-performing teams and driving exceptional customer experiences
• Strong understanding of social media platforms, including Facebook, Twitter, Instagram, and YouTube
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and third-party partners
• Strong analytical and problem-solving skills, with the ability to interpret performance data and drive strategic decisions
• Experience with social media monitoring and analytics tools, such as Hootsuite or Sprout Social
• Bachelor's degree in Communications, Marketing, or a related field

Preferred Qualifications:

* Experience working with DTC platforms, including Hulu and Disney+

• Knowledge of customer relationship management (CRM) software and social media management tools
• Certification in social media marketing or customer service
• Experience with project management methodologies, such as Agile or Scrum
• Fluency in multiple languages, with a focus on languages spoken by our target audience

Skills and Competencies:

* Strong leadership and management skills, with the ability to motivate and develop high-performing teams

• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and third-party partners
• Strong analytical and problem-solving skills, with the ability to interpret performance data and drive strategic decisions
• Ability to work in a fast-paced environment, with a focus on delivering exceptional customer experiences
• Strong attention to detail, with a focus on maintaining high standards of customer service
• Ability to adapt to changing priorities and deadlines, with a focus on delivering results in a timely manner

Career Growth Opportunities and Learning Benefits:

At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Support Manager, Social Media, you'll have access to a range of learning and development opportunities, including:

• Regular training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and dynamic work environment, with a focus on innovation and continuous improvement
• Recognition and rewards for outstanding performance and contributions to the team

Work Environment and Company Culture:

At blithequark, we're passionate about creating a work environment that's collaborative, dynamic, and supportive. Our company culture is built on a foundation of innovation, teamwork, and continuous learning. As a Customer Support Manager, Social Media, you'll be part of a high-performing team that's dedicated to delivering exceptional customer experiences. You'll have access to a range of benefits and perks, including:

• Flexible work arrangements, including remote work options
• Comprehensive health and wellness programs, including medical, dental, and vision insurance
• 401(k) matching program and employee stock purchase plan
• Paid time off and holidays
• Access to a range of employee discounts and perks

Compensation, Perks, and Benefits:

We offer a competitive salary and benefits package, including:

• Salary range: $80,000 - $110,000 per year, depending on experience
• Comprehensive health and wellness programs, including medical, dental, and vision insurance
• 401(k) matching program and employee stock purchase plan
• Paid time off and holidays
• Access to a range of employee discounts and perks

How to Apply:

If you're a seasoned leader with a passion for delivering exceptional customer experiences across social media channels, 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 can't wait to hear from you! [Apply Now](https://us.bebee.com/job/b7ff09872f7dd5e2a8ce258595f83a3a?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job