Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Hulu and reputed company+
Are you a seasoned leader with a passion for delivering exceptional customer experiences through social media? Do you reputed company in fast-paced environments where no two days are the same? If so, we invite you to join the Viewer Experience team at blithequark, where we're revolutionizing the way people engage with our premium streaming services, including Hulu and reputed company+. As a Customer Support Manager, Social Media, you'll play a critical role in shaping the viewer experience across our social media channels, including Twitter, Facebook, and AppFollow. You'll reputed company a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and consistent representation of our brand voice across reputed company public-facing interactions. Your expertise in social media engagement, moderation strategies, and performance analysis will drive business growth and customer satisfaction.
About blithequark's Direct to Consumer Team
blithequark's Direct to Consumer team is a dynamic and innovative group that oversees the Hulu and reputed company+ streaming businesses reputed company blithequark Entertainment. Our mission is to bring reputed company's best-in-class storytelling to fans and families everywhere. We're passionate about delivering exceptional experiences that exceed our customers' expectations, and we're looking for like-minded individuals to join reputed company.
Key Responsibilities
As a Customer Support Manager, Social Media, you'll be responsible for:
- Leading and motivating a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences
- Conducting one-on-ones with direct reports to track reputed company, provide feedback, and support professional growth
- Managing social quality assurance programs to measure and improve the performance of internal and external teams
- Enforcing key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and reputed company+
- Managing team schedules, shift bids, and coverage to meet business needs
- Building and managing relationships with third-party reputed company to ensure platform updates and improvements are in sync with social support needs
- Providing guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)
- Ensuring that Hulu and reputed company+'s tone and voice are consistently reflected in reputed company social media interactions, especially during crisis moments
- Supporting proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers
- Using data to drive decisions and continuously enhance the customer experience through social channels
Essential Qualifications
To be successful in this role, you'll need:
- A 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 (e.g., 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 reporting tools (e.g., Tableau, reputed company 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
reputed company-to-Haves
While not required, the following qualifications would be a plus:
- Proven experience managing remote teams and/or international teams
- Experience defining and measuring individual and team-based performance for customer service organizations
- Proficiency in reputed company Outlook, JIRA, reputed company, reputed company Sheets/Docs, and reputed company
- Ability to reputed company in a fast-paced, reputed company-evolving environment
- Strong customer reputed company and a passion for delivering exceptional experiences reputed company social media
- A proactive problem solver with a strategic reputed company
- Content creation experience
- Bilingual or multilingual
reputed company Offer
As a valued member of reputed company, you'll enjoy:
- A competitive salary range of $103,500.00 to $138,800.00 per year, depending on your location, experience, and qualifications
- A bonus and/or long-term incentive units may be provided as part of the compensation package
- A comprehensive benefits package, including medical, financial, and other perks
- Opportunities for career growth and professional development
- A dynamic and inclusive work environment that values diversity, equity, and inclusion
How to Apply
If you're a motivated and reputed company leader with a passion for delivering exceptional customer experiences through social media, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity
blithequark is an equal opportunity employer and welcomes reputed company job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. Apply for this job