Experienced Customer Support Manager, Social Media – Direct-to-Consumer Platforms

Job ID: 10124707

Location:

Santa Monica, CA, USA (with options for San Antonio, TX, and New York, NY)

Job Type:

Full-time

About blithequark

blithequark is a leading entertainment and media company that has been a household name for generations. Our mission is to create unparalleled experiences for our audience through innovative storytelling, captivating characters, and immersive worlds. As a key player in the Direct-to-Consumer (DTC) space, we're constantly pushing the boundaries of what's possible in the entertainment industry. Our DTC team is at the forefront of this revolution, and we're seeking a talented Customer Support Manager, Social Media to join our Viewer Experience team.

Job Summary

We're on the hunt for a seasoned Customer Support Manager, Social Media to oversee our social media support channels for Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As the ideal candidate, you'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and exceptional customer experiences across all public-facing interactions. If you're passionate about delivering exceptional experiences via social media, have a strong passion for the viewer journey, and are experienced in social media engagement and moderation strategies, we want to hear from you!

Key Responsibilities

As the Customer Support Manager, Social Media, 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+
• 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
• Other duties as assigned to meet the evolving needs of the team and business

What You'll Need

To be successful 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 would be a plus:

• 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 competitive salary range of $103,500.00 to $138,800.00 per year, depending on your level of experience and qualifications
• A bonus and/or long-term incentive units may be provided as part of the compensation package
• A comprehensive benefits package, including medical, financial, and other perks
• Opportunities for career growth and professional development in a dynamic and innovative industry
• A collaborative and inclusive work environment that values diversity, equity, and inclusion
• The chance to work on exciting projects and contribute to the creation of unforgettable experiences for our audience

How to Apply

If you're passionate about delivering exceptional experiences via social media and are ready to join a dynamic and innovative team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

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, please email [insert email address] with your request. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. Apply for this job