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

Introduction to blithequark

At blithequark, we are revolutionizing the way people experience entertainment through our premium streaming services. Our Direct-to-Consumer (DTC) team is dedicated to providing an unparalleled viewer experience, and we are seeking a highly skilled and passionate Customer Support Manager, Social Media to join our Viewer Experience team. As a leader in the industry, blithequark offers a unique opportunity to work with a talented team of professionals who are shaping the future of entertainment.

Job Summary

As a Customer Support Manager, Social Media at blithequark, you will be responsible for overseeing operations across social media support channels 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 performance analysis will be essential in driving the success of our social media support channels.

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 our DTC platforms
• Manage team schedules, shift bids, and coverage to meet business needs and ensure seamless customer support
• 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, such as outages and 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

• 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 the growth and development of our employees. As a Customer Support Manager, Social Media, you will have access to a range of training and development opportunities, including leadership development programs, social media marketing courses, and data analysis training. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our collaborative and dynamic work environment. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we are committed to creating a workplace where everyone feels valued and supported. As a Customer Support Manager, Social Media, you will be part of a team that is dedicated to delivering exceptional customer experiences and driving business success.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes a salary range of $103,500.00 to $138,800.00 per year, depending on experience and location. We also offer a range of perks and benefits, including medical, financial, and other benefits, as well as opportunities for career growth and development.

Conclusion

If you are a motivated and experienced customer support professional with a passion for social media and exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our Viewer Experience team at blithequark. As a Customer Support Manager, Social Media, you will have the opportunity to lead a team of talented professionals, drive business success, and deliver exceptional customer experiences. Apply now to take the first step in your career with blithequark.