Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Hulu and Disney+

Are you a seasoned leader with a passion for delivering exceptional customer experiences through social media? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join the Viewer Experience team at blithequark, where we're revolutionizing the way people engage with our premium streaming services, including Hulu and Disney+. As a Customer Support Manager, Social Media, you'll play a critical role in shaping the viewer experience across our social media channels, including Twitter, Facebook, and AppFollow. You'll lead 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. Your expertise in social media engagement, moderation strategies, and performance analysis will drive business growth and customer satisfaction.

About blithequark's Direct to Consumer Team

blithequark's Direct to Consumer team is a dynamic and innovative group that oversees 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. We're passionate about delivering exceptional experiences that exceed our customers' expectations, and we're looking for like-minded individuals to join our team.

Key Responsibilities

As a 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
• 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

Essential Qualifications

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 qualifications 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 location, 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
• A dynamic and inclusive work environment that values diversity, equity, and inclusion

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences through social media, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

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 [email protected] with your request. This email address is not for general employment inquiries or correspondence. 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