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

Are you a passionate and experienced leader in social media customer support, looking to join a dynamic team that thrives on innovation and excellence? Do you have a proven track record of inspiring and developing team members, with a strong passion for delivering exceptional experiences via social media? If so, we invite you to join blithequark's Direct-to-Consumer team as a Customer Support Manager, Social Media.

**About blithequark's Direct-to-Consumer Team**

blithequark's Direct-to-Consumer team is a pioneering force in the entertainment industry, overseeing the Hulu and Disney+ streaming businesses within blithequark Entertainment. Our mission is to bring The Walt Disney Company's best-in-class storytelling to fans and families everywhere, through innovative and engaging experiences. As a key member of our team, you will have the opportunity to contribute to the development of our Direct-to-Consumer strategy, and help shape the future of entertainment.

**Job Summary**

We are seeking an experienced Customer Support Manager, Social Media to lead our Viewer Experience team in providing exceptional support to our customers across social media channels. As a key member of our team, you will be responsible for overseeing operations across Twitter, Facebook, AppFollow, and other social media platforms, ensuring high-level performance from our contracted agents and in-house team. You will analyze performance data, oversee our brand presence, and ensure the consistent representation of our brand voice across all public-facing interactions.

**Key Responsibilities**

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences 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

**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 (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

**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 (dependent on location, experience, and qualifications)
* 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 and innovative team in the entertainment industry
* Professional growth and development opportunities
* Collaborative and inclusive work environment

**How to Apply**

If you are a motivated and experienced leader in social media customer support, with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to . We look forward to hearing from you!

**About blithequark**

blithequark is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation to search for a job opening or apply for a position, please email Candidate.Accommodations@blithequark.com with your request.

**Note:** Posting is subject to change, so please refer to our career site for the latest availability.

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