Introduction to blithequark
At blithequark, we are passionate about delivering exceptional viewer experiences through our direct-to-consumer (DTC) platforms. As a leader in the entertainment industry, we are committed to providing high-quality content and services that exceed our customers' expectations. Our DTC team is dedicated to creating innovative and engaging experiences that bring people together and inspire new possibilities. We are now seeking a highly skilled and experienced Customer Support Manager, Social Media to join our Viewer Experience team and play a key role in shaping the future of our social media support channels.
Job Overview
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 customer support. Your expertise in social media engagement, moderation strategies, and performance analysis will be essential in driving our social media support channels forward and delivering exceptional customer experiences.
Key Responsibilities
- Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve high-level performance and quality customer support
- 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 (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
- Other duties as assigned to meet the evolving needs of the team and business
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 Customer Support Manager, Social Media, you will have access to a range of training and development opportunities, including:
- Professional development programs to enhance your leadership and management skills
- Training on the latest social media tools and technologies
- Opportunities to work on high-profile projects and events
- Collaboration with cross-functional teams to drive business outcomes
- A supportive and inclusive work environment that encourages innovation and creativity
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on a foundation of respect, empathy, and collaboration. We believe in fostering a workplace where everyone feels valued, supported, and empowered to contribute their best work. As a Customer Support Manager, Social Media, you will be part of a talented and dedicated team that is passionate about delivering exceptional customer experiences.
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. In addition to your salary, you will be eligible for a range of benefits, including:
- A bonus and/or long-term incentive units
- A comprehensive health and wellness program
- A 401(k) retirement savings plan
- Paid time off and holidays
- Access to exclusive employee discounts and perks
Conclusion
If you are a motivated and experienced customer support professional looking for a new challenge, 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 play a key role in shaping the future of our social media support channels and delivering exceptional customer experiences. Don't miss out on this opportunity to join a dynamic and inclusive team that is passionate about making a difference in the lives of our customers.
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