Join blithequark in Revolutionizing Social Media Customer Support
blithequark is at the forefront of delivering extraordinary viewer experiences across various Direct-to-Consumer (DTC) platforms, including Disney+, STAR+, Hulu, and more. We're seeking a seasoned Senior Manager, Social Media Customer Support to lead our team in crafting and implementing a comprehensive social media support strategy. If you're passionate about creating seamless customer experiences and have a knack for developing high-performing teams, this is an opportunity you won't want to miss.
About the Role & Team
As the Senior Manager, Social Media Customer Support at blithequark, you'll be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels. You'll lead a team of leaders and individual contributors, driving the social media support strategy and implementation across a global footprint. Your expertise will be crucial in proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
Key Responsibilities
- Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
- Lead a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint.
- Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.
- Collaborate with senior leaders cross-functionally to build towards a detailed customer experience while supporting the greater goals as they pertain to Social Media strategy for all blithequark brands.
- Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice.
- Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
- Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications & Skills
To succeed in this role, you'll need:
- A BS/BA degree or relevant professional experience.
- 2+ years of experience managing a team, with the ability to encourage and develop team members. Leading leaders is a plus.
- 5+ years of experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity.
- Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savviness related to Twitter, Facebook, Instagram, and AppFollow is a plus.
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
To stand out, you'll ideally have:
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- The ability to collaborate well with cross-functional teams.
- A strong sense of accountability, taking ownership of projects from start to finish.
- A positive and engaged approach to challenges.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to your growth and development. As a Senior Manager, Social Media Customer Support, you'll have the opportunity to:
- Develop and mature a high-performing team.
- Drive business outcomes through innovative social media strategies.
- Collaborate with senior leaders across functions to shape the customer experience.
- Stay at the forefront of social media trends and best practices.
Work Environment and Company Culture
blithequark is an equal opportunity employer that values diversity and inclusion. We foster a business culture where ideas and decisions from all people help us grow, innovate, and create the best stories. Our work environment is designed to support your well-being and productivity, with a range of benefits and perks, including:
- A comprehensive compensation package, including a competitive salary, bonus, and long-term incentive units.
- A full range of medical, financial, and other benefits.
- Opportunities for career growth and professional development.
- A dynamic and collaborative work environment.
What We Offer
The hiring range for this position is $123,000.00 to $165,000.00 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.
Join Our Team
If you're passionate about creating exceptional viewer experiences and have a proven track record of success in social media customer support, we encourage you to apply for this exciting opportunity at blithequark. Don't miss your chance to join our team and be part of shaping the future of entertainment.
Apply Now
Apply Now