Transforming Customer Support in the Digital Age
In today's interconnected world, social media has become a critical touchpoint for customers to interact with their favorite brands. At blithequark, we're at the forefront of this revolution, leveraging social media to deliver extraordinary experiences that delight our viewers. As a Senior Manager, Social Media Customer Support, you'll play a pivotal role in shaping our social media support strategy and ensuring that our customers receive the best possible service across our diverse range of brands, including Disney+, STAR+, Hulu, and more.
About the Role & Team
We're seeking a seasoned Senior Manager to lead our Social Media Customer Support team, driving the development and implementation of our social support strategy across Twitter, Facebook, AppFollow, and other platforms. As a key member of blithequark's Viewer Experience (VX) team, you'll be responsible for guiding our social media support efforts, collaborating with cross-functional teams, and ensuring seamless execution across our global footprint.
Key Responsibilities:
- Develop and operationalize the social support strategy and roadmap, setting a team vision, critical metrics, and scalable processes to drive team goals across all brand verticals.
- Lead a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint.
- Proactively identify weaknesses and gaps in current social support paradigms, driving resolutions to improve operational workflows and the viewer experience.
- Collaborate with senior leaders cross-functionally to build towards a detailed customer experience, supporting the greater goals as they pertain to Social Media strategy for all blithequark brands.
- Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice.
- Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
- Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications & Skills
To succeed in this role, you'll need:
- A BS/BA degree or relevant professional experience.
- 2+ years of experience managing a team, with the ability to encourage and develop team members (leading leaders is a plus).
- 5+ years of experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity.
- Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savviness related to Twitter, Facebook, Instagram, AppFollow (a plus).
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
To stand out, you'll ideally have:
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- The ability to collaborate well with cross-functional teams.
- A strong sense of accountability, taking ownership of projects from start to finish.
- A positive and engaged approach to challenges.
Career Growth Opportunities & Learning Benefits
At blithequark, we're committed to helping our employees grow and develop their skills. As a Senior Manager, Social Media Customer Support, you'll have the opportunity to:
- Develop your leadership skills, guiding a team of leaders and individual contributors.
- Expand your knowledge of social media management platforms and tools.
- Collaborate with cross-functional teams, driving business outcomes and improving the viewer experience.
- Stay at the forefront of industry trends, leveraging the latest technologies and best practices to drive innovation.
Work Environment & Company Culture
At blithequark, we pride ourselves on our inclusive and dynamic work environment. As an equal opportunity employer, we welcome all job seekers, including individuals with disabilities and veterans with disabilities. Our company culture is built on a foundation of respect, empathy, and creativity, where ideas and decisions from all people help us grow, innovate, and create the best stories.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $123,000 to $165,000 per year in CA, depending on your geographic region, job-related knowledge, skills, and experience. You'll also be eligible for a bonus and/or long-term incentive units, as well as a comprehensive benefits package, including medical, financial, and other benefits.
Join Our Team!
If you're passionate about delivering exceptional customer experiences and have a deep appreciation for the power of social communities, we want to hear from you! As a Senior Manager, Social Media Customer Support at blithequark, you'll be part of a talented team driving innovation and excellence in the digital age. Apply now to join our team and start crafting extraordinary experiences for our viewers!
blithequark is an equal opportunity employer, and we welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request.
Apply Now