Experienced Customer Support Manager, Social Media – Leading Viewer Experience Team for Direct-to-Consumer Platforms

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional viewer experiences through our direct-to-consumer (DTC) platforms. As a leader in the entertainment industry, we are committed to providing high-quality content and services that exceed our customers' expectations. Our DTC team is dedicated to creating innovative and engaging experiences that bring people together and inspire new possibilities. We are now seeking a highly skilled and experienced Customer Support Manager, Social Media to join our Viewer Experience team and play a key role in shaping the future of our social media support channels.

Job Overview

As a Customer Support Manager, Social Media at blithequark, you will be responsible for overseeing operations across social media support channels, including Twitter, Facebook, and AppFollow, for our DTC platforms. You will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and quality management. Your expertise in social media engagement, moderation strategies, and reporting will be essential in driving the success of our social media support channels. If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve high-level performance and quality management
• 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 our DTC platforms
• 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
• 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

• 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

• 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 providing our employees with opportunities for growth and development. As a Customer Support Manager, Social Media, you will have access to training and development programs, mentorship, and career advancement opportunities. You will be part of a dynamic and innovative team that is passionate about delivering exceptional customer experiences. Our company culture values diversity, inclusion, and creativity, and we encourage our employees to think outside the box and come up with innovative solutions to complex problems.

Work Environment and Company Culture

Our work environment is fast-paced and dynamic, with a focus on collaboration and teamwork. We believe in fostering a culture of inclusivity, respect, and empathy, and we encourage our employees to be their authentic selves. Our offices are located in Santa Monica, CA, San Antonio, TX, and New York, NY, and we offer a range of amenities and benefits to support our employees' well-being and productivity. As a blithequark employee, you will be part of a community that values creativity, innovation, and customer satisfaction.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, as well as a range of benefits and perks to support our employees' well-being and productivity. These may include medical, financial, and other benefits, as well as opportunities for career advancement and professional growth. We believe in recognizing and rewarding our employees' contributions and achievements, and we offer a range of recognition programs and incentives to motivate and inspire our team members.

Conclusion

If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Support Manager, Social Media at blithequark, you will be part of a dynamic and innovative team that is shaping the future of social media support channels. You will have the opportunity to develop your skills and expertise, advance your career, and contribute to the success of our DTC platforms. Apply now to join our team and be part of an exciting and rewarding journey.

Apply Now