Introduction to blithequark
At blithequark, we are revolutionizing the way people experience entertainment through our premium streaming services. With a legacy of providing high-quality content from renowned brands and franchises, we are committed to delivering exceptional viewer experiences. Our Direct-to-Consumer (DTC) team is dedicated to pushing the boundaries of innovation and excellence, and we are seeking a talented Customer Support Manager, Social Media to join our Viewer Experience team.
About the Role
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 our brand presence and representing our brand voice across all public-facing interactions.
Key Responsibilities
- Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve exceptional customer experiences
- 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
To be successful in this role, you will 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
Preferred Qualifications
Nice-to-haves include:
- 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 the growth and development of our employees. As a Customer Support Manager, Social Media, you will have access to:
- Professional development opportunities to enhance your skills and knowledge
- Cross-functional training to broaden your understanding of our business
- Mentorship programs to support your career growth
- Opportunities to work on high-impact projects and initiatives
Work Environment and Company Culture
At blithequark, we foster a business culture where ideas and decisions from all people help us grow, innovate, and create the best stories. Our company culture is built on:
- A commitment to diversity, equity, and inclusion
- A passion for delivering exceptional customer experiences
- A collaborative and supportive work environment
- A culture of innovation and continuous improvement
Compensation, Perks, and Benefits
As a Customer Support Manager, Social Media at blithequark, you can expect:
- A competitive salary range, with a hiring range of $103,500.00 to $138,800.00 per year
- A bonus and/or long-term incentive units as part of the compensation package
- A full range of medical, financial, and/or other benefits
- Opportunities for professional growth and development
Conclusion
If you are a motivated and experienced customer support professional looking to join a dynamic and innovative team, we encourage you to apply for the Customer Support Manager, Social Media role at blithequark. With your expertise and passion for delivering exceptional customer experiences, you will play a critical role in shaping the future of our DTC platforms. Apply now to join our team and be part of an exciting journey in the entertainment industry!
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