Experienced Social Care Manager – Customer Support for Direct-to-Consumer Platforms

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! Apply to this job Apply for this job