**Experienced Social Care Manager – Customer Support for Direct-to-Consumer Platforms**

Are you a passionate and experienced leader with a knack for social media engagement and moderation strategies? Do you thrive in a fast-paced environment where no two days are the same? If so, we're looking for you to join our team at blithequark as an Experienced Social Care Manager – Customer Support for Direct-to-Consumer Platforms. **About blithequark** blithequark is a leading entertainment and media company that has been a household name for generations. Our Direct-to-Consumer (DTC) team is dedicated to providing exceptional experiences for our viewers through our premium streaming services, including Hulu and Disney+. As a Social Care Manager, you'll be part of a dynamic team that's passionate about delivering top-notch customer support and creating unforgettable experiences for our viewers. **Job Summary** We're seeking an experienced Social Care Manager to lead our Viewer Experience team in providing exceptional customer support across social media channels, including Twitter, Facebook, and AppFollow. As a key member of our team, you'll be responsible for overseeing operations, analyzing performance data, and ensuring the consistent representation of our brand voice across all public-facing interactions. If you're a strategic thinker with a passion for social media and customer experience, we want to hear from you. **Key Responsibilities** * Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer support across social media channels * 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 Hulu and Disney+ * 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 Hulu and Disney+’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 * Use data to drive decisions and continuously enhance the customer experience through social channels **What You'll Need** * 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 (e.g., 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) * 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 **Nice-to-Haves** * 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 **What We Offer** * Competitive salary range: $103,500.00 to $138,800.00 per year * Bonus and/or long-term incentive units may be provided as part of the compensation package * Full range of medical, financial, and/or other benefits * Opportunity to work with a dynamic team that's passionate about delivering exceptional customer experiences * Collaborative and inclusive work environment * Professional development opportunities to help you grow in your career **How to Apply** If you're a motivated and experienced leader with a passion for social media and customer experience, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, please email [insert email address] with your request. **Contact Information** For more information about this role or to submit your application, please contact us at [insert contact information]. We look forward to hearing from you! Apply for this job