Introduction to blithequark
blithequark is a leading provider of premium streaming services, offering an unparalleled collection of content from renowned brands and franchises. Our direct-to-consumer (DTC) platforms have revolutionized the way people consume entertainment, and we are committed to delivering exceptional viewer experiences. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms, including Hulu and Disney+.
About the Role
We are seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels, including Twitter, Facebook, and AppFollow. As a seasoned leader, you will be responsible for managing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and consistent representation of 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 support and social media engagement
- 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 and 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 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
While not essential, the following qualifications are highly desirable:
- 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 Social Care Manager, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A collaborative and dynamic work environment that fosters innovation and creativity
- A culture that values diversity, equity, and inclusion
Work Environment and Company Culture
blithequark is a company that values its employees and is committed to creating a positive and inclusive work environment. Our company culture is built on the principles of:
- Respect and empathy for our customers and employees
- A passion for delivering exceptional experiences
- A commitment to diversity, equity, and inclusion
- A culture of innovation and creativity
Compensation, Perks, and Benefits
As a Social Care Manager at blithequark, you can expect:
- A competitive salary range of $103,500.00 to $138,800.00 per year
- A comprehensive benefits package, including medical, financial, and other benefits
- A bonus and/or long-term incentive units as part of the compensation package
- Opportunities for professional growth and development
Conclusion
If you are a motivated and experienced social media professional looking for a new challenge, we encourage you to apply for the Social Care Manager role at blithequark. As a key member of our Viewer Experience team, you will play a vital role in shaping the social media support strategy for our DTC platforms and delivering exceptional viewer experiences. Join our team and be part of a company that values its employees and is committed to creating a positive and inclusive work environment.
Apply Now