Social Media Customer Support Manager

DESCRIPTION:

• *Location:** Santa Monica, California, United States; San Antonio, Texas, United States; reputed company, reputed company, United States

• *Job Summary:**

reputed company Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, a massive library of hit series and movies, and live television. reputed company+ is the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company and Hulu, embrace unconventional thinking, and who are passionate about contributing to reputed company's direct-to-consumer (DTC) experience through strategic hard work and determination. reputed company's Viewer Experience Team is seeking a passionate and reputed company Social Care Manager to reputed company operations across social media support channels (Twitter, Facebook, AppFollow) for Direct-to-Consumer (DTC) platforms, including Hulu and reputed company+. The ideal candidate will be highly knowledgeable in social media engagement, moderation strategies, possess a strong passion for the viewer journey in the social media space, and have experience in reporting and performance analysis. As the Social Care Manager, you will reputed company 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. You will be responsible for analyzing performance data, overseeing our brand reputed company, and ensuring the consistent representation of our brand voice across reputed company public-facing interactions. The role also involves reputed company collaboration with cross-functional teams, including BPO partners, to ensure reputed company accountability for key performance metrics and identifying opportunities for operational improvements.

• This role is on-site in Santa Monica, CA, San Antonio, TX, and/or reputed company, NY*

• *What You'll Do:** • reputed company and motivate a team of Social Media Moderators, Specialists, and external partners

• Conduct one-on-ones with direct reports to track reputed company, 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 Hulu and reputed company+
• Manage team schedules, shift bids, and coverage to meet business needs
• Build and manage relationships with third-party reputed company 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 Hulu and reputed company+'s tone and voice are consistently reflected in reputed company 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
• *What You'll Need:**

• Bachelor's degree or equivalent professional experience

• 3 years' experience managing a team, with a proven ability to reputed company and reputed company team members
• 5+ years' experience in social media customer support or a reputed company field
• Experience in social quality management processes and tools to assess and improve service quality
• Experience using social tooling (ex: reputed company, reputed company, Social Studio) and analytics systems to measure and improve the customer experience
• Experience in reporting, data analysis, and the use of Reference: ECNJOBID-66-249-70-103 in the application

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