Introduction to blithequark
blithequark is a leading provider of premium streaming services, offering an unparalleled collection of content from its renowned brands and franchises. Our Direct-to-Consumer (DTC) team is dedicated to delivering exceptional viewer experiences through strategic hard work and determination. As a key player in the DTC space, blithequark is committed to embracing unconventional thinking, passionate about contributing to the direct-to-consumer experience, and driven by a legacy of excellence.
Job Summary
blithequark's Viewer Experience Team is seeking an experienced and passionate Customer Support Manager, Social Media to oversee operations across social media support channels for our DTC platforms. As a highly knowledgeable and strategic leader, you will be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. This is an exciting opportunity to join a dynamic team and contribute to the growth and success of blithequark's DTC business.
Key Responsibilities
- Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve high-level performance and ensure exceptional customer experiences
- Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth and development
- Manage social quality assurance programs to measure and improve the performance of internal and external teams, ensuring consistent and high-quality support across all social media channels
- Enforce key performance metrics, including service levels, agent/operational productivity, and response times, to drive continuous improvement and optimize support operations
- Manage team schedules, shift bids, and coverage to meet business needs, ensuring seamless support during live events, outages, and crisis scenarios
- Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs, driving innovation and excellence in customer support
- Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, ensuring empathy, understanding, and effective resolution
- Ensure that blithequark's tone and voice are consistently reflected in all social media interactions, especially during crisis moments, maintaining a strong brand presence and reputation
- Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers, transparency, and trust
- Use data to drive decisions and continuously enhance the customer experience through social channels, leveraging analytics and insights to inform support strategies and optimize results
- Collaborate with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identify opportunities for operational improvements, driving a culture of continuous improvement and excellence
Essential Qualifications
- Bachelor's degree or equivalent professional experience in a related field, such as customer support, social media management, or communications
- 3 years' experience managing a team, with a proven ability to inspire and develop team members, drive results, and foster a positive and inclusive team culture
- 5+ years' experience in social media customer support or a related field, with a deep understanding of social media platforms, tools, and best practices
- Experience in social quality management processes and tools to assess and improve service quality, with a focus on continuous improvement and excellence
- Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience, with a strong understanding of data-driven decision making
- Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics), with the ability to interpret and act on data insights
- Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends, with a commitment to delivering exceptional support and ensuring business continuity
- Ability to analyze performance data and implement process improvements, with a focus on driving results, optimizing operations, and enhancing the customer experience
Preferred Qualifications
- Proven experience managing remote teams and/or international teams, with a strong understanding of virtual collaboration, communication, and team management
- Experience defining and measuring individual and team-based performance for customer service organizations, with a focus on driving results, recognizing excellence, and fostering a culture of continuous improvement
- Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable, with a strong understanding of technology and tools to support customer support operations
- Ability to thrive in a fast-paced, ever-evolving environment, with a commitment to adaptability, flexibility, and continuous learning
- Strong customer empathy and a passion for delivering exceptional experiences via social media, with a deep understanding of customer needs, preferences, and behaviors
- A proactive problem solver with a strategic mindset, able to think critically, creatively, and analytically to drive results and optimize operations
- Content creation experience, with a strong understanding of content strategy, development, and distribution to support customer engagement and brand awareness
- Bilingual or multilingual, with a strong understanding of diverse cultures, languages, and customer needs
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees, providing opportunities for continuous learning, professional development, and career advancement. As a Customer Support Manager, Social Media, you will have access to a range of training programs, workshops, and conferences to enhance your skills and knowledge, stay up-to-date with industry trends and best practices, and drive your career forward.
Work Environment and Company Culture
blithequark is a dynamic and inclusive workplace, with a strong focus on collaboration, innovation, and creativity. Our company culture is built on a foundation of respect, empathy, and trust, with a commitment to diversity, equity, and inclusion. As a member of our team, you will be part of a vibrant and supportive community, with opportunities to connect with colleagues, share ideas, and contribute to the growth and success of our business.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, with a salary range of $103,500.00 to $138,800.00 per year, depending on experience and location. In addition to a comprehensive benefits package, including medical, financial, and other benefits, you will also have access to a range of perks, including flexible working arrangements, professional development opportunities, and a dynamic and inclusive work environment.
Conclusion
If you are a motivated and experienced customer support professional, with a passion for social media and a commitment to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join blithequark's Viewer Experience Team. As a Customer Support Manager, Social Media, you will play a critical role in driving the growth and success of our DTC business, contributing to the development of our social media support strategy, and fostering a culture of continuous improvement and excellence. Apply now to take the first step in an exciting and rewarding career with blithequark.
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