Experienced Customer Support Manager, Social Media – Direct-to-Consumer (DTC) Platforms

Are you a passionate and experienced leader in social media customer support, with a proven track record of inspiring and developing high-performing teams? Do you thrive in fast-paced environments, where no two days are ever the same? If so, we want to hear from you! blithequark is seeking a seasoned Customer Support Manager, Social Media to join our Viewer Experience team, overseeing operations across social media support channels for our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. About blithequark blithequark is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) team is at the forefront of this revolution, delivering premium streaming services that captivate audiences worldwide. As a key member of our Viewer Experience team, you will be part of a dynamic and collaborative environment, where ideas and decisions from all people help us grow, innovate, and create the best stories. Job Summary As the Customer Support Manager, Social Media, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You will be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. This role involves close collaboration with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identifying opportunities for operational improvements. 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, 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 Work Environment and Company Culture As a member of our Viewer Experience team, you will be part of a dynamic and collaborative environment, where ideas and decisions from all people help us grow, innovate, and create the best stories. Our team is passionate about delivering exceptional customer experiences, and we foster a culture of continuous learning, innovation, and creativity. We offer a comprehensive benefits package, including medical, financial, and other benefits, as well as opportunities for career growth and development. Compensation and Benefits The hiring range for this position in CA is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package. If you are a passionate and experienced leader in social media customer support, with a proven track record of inspiring and developing high-performing teams, we want to hear from you! Please apply including your resume and a cover letter, to. We look forward to hearing from you! Equal Employment Opportunity blithequark is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, 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.