Are you a passionate and experienced leader with a knack for social media engagement and moderation strategies? Do you thrive in a fast-paced environment where no two days are the same? If so, we're looking for you to join our team at blithequark as an Experienced Social Care Manager – Customer Support for Direct-to-Consumer Platforms.
**About blithequark**
blithequark is a leading entertainment and media company that has been a household name for generations. Our Direct-to-Consumer (DTC) team is dedicated to providing exceptional experiences for our viewers through our premium streaming services, including Hulu and Disney+. As a Social Care Manager, you'll be part of a dynamic team that's passionate about delivering top-notch customer support and creating unforgettable experiences for our viewers.
**Job Summary**
We're seeking an experienced Social Care Manager to lead our Viewer Experience team in providing exceptional customer support across social media channels, including Twitter, Facebook, and AppFollow. As a key member of our team, you'll be responsible for overseeing operations, analyzing performance data, and ensuring the consistent representation of our brand voice across all public-facing interactions. If you're a strategic thinker with a passion for social media and customer experience, we want to hear from you.
**Key Responsibilities**
* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer support across social media channels
* 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
**What We Offer**
* 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 dynamic team that's passionate about delivering exceptional customer experiences
* Collaborative and inclusive work environment
* Professional development opportunities to help you grow in your career
**How to Apply**
If you're a motivated and experienced leader with a passion for social media and customer experience, 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 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.
**Contact Information**
For more information about this role or to submit your application, please contact us at [insert contact information]. We look forward to hearing from you!
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