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 streaming industry, we offer a range of premium services, including blithequark+, a streaming service that features an incomparable collection of content from our brands and franchises recognized and respected all over the world. Our DTC team is dedicated to strategic hard work and determination, and we are looking for like-minded individuals to join our Viewer Experience team.
Job Overview
We are seeking an experienced Customer Support Manager, Social Media to oversee operations across social media support channels for our DTC platforms. The ideal candidate will be highly knowledgeable in social media engagement, moderation strategies, and have a strong passion for the viewer journey in the social media space. As the Customer Support Manager, Social Media, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management.
Key Responsibilities
- Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve exceptional customer experiences
- 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 our 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
- 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 (ex: 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 etc.)
- 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 the opportunity to develop your leadership skills, expand your knowledge of social media customer support, and contribute to the success of our DTC platforms. You will also have access to training and development programs, mentorship, and career advancement opportunities.
Work Environment and Company Culture
Our company culture is built on a foundation of innovation, creativity, and collaboration. We believe in fostering a work environment that is inclusive, supportive, and empowering. As a member of our team, you will be part of a dynamic and diverse group of professionals who are passionate about delivering exceptional viewer experiences.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $103,500.00 to $138,800.00 per year, depending on experience and location. You will also be eligible for a bonus and/or long-term incentive units, as well as a full range of medical, financial, and other benefits.
Conclusion
If you are a motivated and experienced customer support professional with a passion for social media, 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 critical role in delivering exceptional viewer experiences and contributing to the success of our DTC platforms. Don't miss this chance to be part of a dynamic and innovative team and apply today!
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