Experienced Social Care Manager – Customer Support and Social Media Engagement Leader for Direct-to-Consumer Platforms

Introduction to blithequark

blithequark is a leading provider of premium streaming services, offering an unparalleled collection of content from renowned brands and franchises. Our direct-to-consumer (DTC) platforms have revolutionized the way people consume entertainment, and we are committed to delivering exceptional viewer experiences. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms, including Hulu and Disney+.

About the Role

We are seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels, including Twitter, Facebook, and AppFollow. As a seasoned leader, you will be responsible for managing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and 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 achieve exceptional customer support and social media engagement
• 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 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

To be successful in this role, you will 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

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• 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 Social Care Manager, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A collaborative and dynamic work environment that fosters innovation and creativity
• A culture that values diversity, equity, and inclusion

Work Environment and Company Culture

blithequark is a company that values its employees and is committed to creating a positive and inclusive work environment. Our company culture is built on the principles of:

• Respect and empathy for our customers and employees
• A passion for delivering exceptional experiences
• A commitment to diversity, equity, and inclusion
• A culture of innovation and creativity

Compensation, Perks, and Benefits

As a Social Care Manager at blithequark, you can expect:

• A competitive salary range of $103,500.00 to $138,800.00 per year
• A comprehensive benefits package, including medical, financial, and other benefits
• A bonus and/or long-term incentive units as part of the compensation package
• Opportunities for professional growth and development

Conclusion

If you are a motivated and experienced social media professional looking for a new challenge, we encourage you to apply for the Social Care Manager role at blithequark. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms and delivering exceptional viewer experiences. Join our team and be part of a company that values its employees and is committed to creating a positive and inclusive work environment.