Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences through our premium streaming services, including a vast library of hit series, movies, and live television. Our direct-to-consumer (DTC) team is dedicated to creating a seamless and engaging viewer experience, and we are looking for a talented and experienced Customer Support Manager to join our Viewer Experience team. As a leader in the industry, blithequark is committed to fostering a culture of innovation, creativity, and inclusivity, where every employee has the opportunity to grow, develop, and thrive.
Job Summary
We are seeking a highly skilled and passionate Customer Support Manager, Social Media to oversee operations across social media support channels for our DTC platforms. The ideal candidate will have a strong background in social media engagement, moderation strategies, and performance analysis, as well as a passion for delivering exceptional customer experiences. As a key member of our Viewer Experience team, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and consistent representation of our brand voice across all public-facing interactions.
Key Responsibilities
- Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve exceptional customer experiences and high-level performance
- 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 exceptional customer experiences
- 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 and exceptional customer experiences
- Use data to drive decisions and continuously enhance the customer experience through social channels, leveraging analytics and reporting tools to inform strategic decisions
- Collaborate with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identify opportunities for operational improvements
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 and drive exceptional performance
- 5+ years' experience in social media customer support or a related field, with a strong understanding of social media engagement, moderation strategies, and performance analysis
- Experience in social quality management processes and tools to assess and improve service quality, with a focus on delivering exceptional customer experiences
- 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) to inform strategic decisions and drive business outcomes
- Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends, with a focus on delivering exceptional customer experiences
- Ability to analyze performance data and implement process improvements, with a strong understanding of operational excellence and continuous improvement
Preferred Qualifications
- Proven experience managing remote teams and/or international teams, with a strong understanding of virtual collaboration and remote work strategies
- Experience defining and measuring individual and team-based performance for customer service organizations, with a focus on delivering exceptional customer experiences
- Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable, with a strong understanding of technology and digital tools
- Ability to thrive in a fast-paced, ever-evolving environment, with a focus on adaptability, resilience, and continuous learning
- Strong customer empathy and a passion for delivering exceptional experiences via social media, with a deep understanding of customer needs and preferences
- A proactive problem solver with a strategic mindset, with a focus on driving business outcomes and delivering exceptional customer experiences
- Content creation experience, with a strong understanding of content strategy and creation principles
- Bilingual or multilingual, with a strong understanding of diverse cultures and languages
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees, with a focus on providing opportunities for continuous learning, professional development, and career advancement. As a Customer Support Manager, Social Media, you will have the opportunity to develop your skills and expertise in social media management, customer support, and leadership, with a focus on delivering exceptional customer experiences. You will also have access to a range of training and development programs, including workshops, webinars, and conferences, to help you stay up-to-date with the latest trends and best practices in the industry.
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive culture, with a focus on creating a workplace where every employee feels valued, respected, and empowered to contribute. We believe in fostering a culture of innovation, creativity, and collaboration, where every employee has the opportunity to grow, develop, and thrive. Our office is located in Santa Monica, CA, and we offer a range of amenities and benefits, including a fitness center, cafeteria, and on-site parking, to support the well-being and productivity of our employees.
Compensation, Perks, and Benefits
We offer a competitive salary range of $103,500.00 to $138,800.00 per year, depending on experience and qualifications, as well as a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including free parking, on-site fitness classes, and access to our premium streaming services, to support the well-being and productivity of our employees.
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 have the opportunity to lead a team of talented professionals, drive exceptional customer experiences, and contribute to the growth and success of our business. Don't miss out on this opportunity to join a dynamic and innovative company and take your career to the next level. Apply now to become a part of our team and help us deliver exceptional customer experiences to our viewers around the world.
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