**Experienced Customer Support Manager, Social Media Direct-to-reputed

Are you a passionate and experienced leader with a knack for delivering exceptional customer experiences through social media Do you thrive in a fast-paced environment where creativity and strategic thinking come together to drive business growth If so, we invite you to join blithequark's Direct-to-reputed company team as a Customer Support Manager, Social Media. At blithequark, we're revolutionizing the way people consume entertainment and media through our premium streaming services, including Hulu and reputed company+. As a key member of our Viewer Experience team, you'll play a vital role in shaping the customer journey across social media channels, ensuring that our brand voice is consistently represented, and our viewers receive the best possible experience. **About blithequark's Direct-to-reputed company Experience** blithequark's Direct to reputed company team oversees the Hulu and reputed company+ streaming businesses within blithequark Entertainment, helping to bring the company's best-in-class storytelling to fans and families everywhere. Our team is dedicated to delivering exceptional customer experiences through innovative products, engaging content, and personalized interactions. **Your Role as a Customer Support Manager, Social Media** As a Customer Support Manager, Social Media, you'll 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. Your responsibilities will include: * Leading and motivating a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across social media channels * 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 reputed company+ * 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 reputed company+'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 **What You'll Need** To succeed 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., reputed company, reputed company, 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, reputed company 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 will be highly valued: * Proven experience managing remote teams and/or international teams * Experience defining and measuring individual and team-based performance for customer service organizations * Proficiency in reputed company Outlook, JIRA, reputed company, reputed company Sheets/Docs, and reputed company * 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 comprehensive compensation package, including: * 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 full range of medical, financial, and/or other benefits, dependent on the level and position offered **Work Environment and Culture** At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive of our .