Introduction to blithequark and the Industry
blithequark is at the forefront of the entertainment industry, pushing boundaries and redefining the viewer experience through its innovative approach to social media customer support. As a leader in the field, blithequark recognizes the importance of creating extraordinary experiences for both customers and employees. With a deep appreciation for the power of social communities, blithequark is seeking an exceptional Senior Manager, Social Media Customer Support to join its team and drive the development of integrated strategies across social media support channels.
About the Role and Team
The Viewer Experience (VX) team at blithequark is dedicated to delivering exceptional customer support through social media channels, including Twitter, Facebook, and AppFollow. As the Senior Manager, Social Media Customer Support, you will play a pivotal role in architecting the integrated strategy and guiding tactical implementation across these channels for Direct-to-Consumer (DTC) brands, such as Disney+, STAR+, Hulu, and more. You will lead a team of leaders and individual contributors, serving as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and third-party partners.
Key Responsibilities
- Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
- Drive implementation of appropriate reporting and analysis, considering the needs of partners and stakeholders.
- Lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint.
- Proactively identify weaknesses and gaps in current social support paradigms and drive 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 and guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications and Skills
To be successful in this role, you will 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, and Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savvy related to Twitter, Facebook, Instagram, and AppFollow.
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
In addition to the essential qualifications, the following are preferred:
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- Ability to collaborate well with cross-functional teams.
- Value accountability and take ownership of projects from start to finish.
- Approach challenges head-on with a positive and engaged approach.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of career growth opportunities, including:
- Professional development programs to enhance your skills and knowledge.
- Opportunities to work on high-impact projects and collaborate with cross-functional teams.
- A culture that encourages innovation, creativity, and experimentation.
- A comprehensive onboarding program to ensure your success in the role.
Work Environment and Company Culture
blithequark is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the values of:
- Respect and empathy for our customers and employees.
- A commitment to diversity, equity, and inclusion.
- A culture of innovation and experimentation.
- A focus on collaboration and teamwork.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. In addition to your salary, you will be eligible for a range of perks and benefits, including:
- A comprehensive health and wellness program.
- A 401(k) matching program.
- A generous paid time off policy.
- Access to exclusive employee events and experiences.
Conclusion
If you are a motivated and experienced professional looking to join a dynamic and innovative team, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. With a passion for creating extraordinary experiences for customers and employees, you will thrive in our fast-paced and collaborative environment. Apply now to take the first step in your journey with blithequark and discover a career that is both challenging and rewarding.
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