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

**Job ID: 10124707** **Location:** Santa Monica, CA, USA (with options for San Antonio, TX, and New York, NY) **Job Type:** Full-time **About blithequark** blithequark is a leading entertainment and media company that has been a household name for generations. Our mission is to create unparalleled experiences for our audience through innovative storytelling, captivating characters, and immersive worlds. As a key player in the Direct-to-Consumer (DTC) space, we're constantly pushing the boundaries of what's possible in the entertainment industry. Our DTC team is at the forefront of this revolution, and we're seeking a talented Customer Support Manager, Social Media to join our Viewer Experience team. **Job Summary** We're on the hunt for a seasoned Customer Support Manager, Social Media to oversee our social media support channels for Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As the ideal candidate, you'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and exceptional customer experiences across all public-facing interactions. If you're passionate about delivering exceptional experiences via social media, have a strong passion for the viewer journey, and are experienced in social media engagement and moderation strategies, we want to hear from you! **Key Responsibilities** As the 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 across all public-facing interactions * 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 * Other duties as assigned to meet the evolving needs of the team and business **What You'll Need** 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 skills and experiences 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 level of 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 in a dynamic and innovative industry * A collaborative and inclusive work environment that values diversity, equity, and inclusion * The chance to work on exciting projects and contribute to the creation of unforgettable experiences for our audience **How to Apply** If you're passionate about delivering exceptional experiences via social media and are ready to join a dynamic and innovative team, 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. 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