**Senior Manager, Social Media Customer Support – Crafting Exceptional Experiences for Global Audiences at blithequark**

Are you a seasoned leader with a passion for social media and customer support? Do you thrive in fast-paced environments where creativity and innovation meet operational excellence? If so, we invite you to join blithequark's Viewer Experience (VX) team as a Senior Manager, Social Media Customer Support. In this pivotal role, you will lead the development and implementation of integrated social media support strategies across various brands, driving exceptional experiences for our global audiences. **About blithequark's Viewer Experience Team** blithequark's Viewer Experience (VX) team is a dynamic group of professionals dedicated to crafting immersive experiences for our global audiences. As a key member of this team, you will collaborate with cross-functional teams to develop and execute social media support strategies that exceed customer expectations. Our team is passionate about creating engaging experiences that foster loyalty and drive business growth. **Key Responsibilities** As a Senior Manager, Social Media Customer Support, you will: * Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals. * Lead a team of leaders and individual contributors daily, 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 while 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 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 primary point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance. **Essential Qualifications & Skills** To succeed in this role, you will need: * A BS/BA degree or relevant professional experience * 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus * 5+ years' 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, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr * A consistent track record of developing and operationalizing innovative online social programs * High savvy related to Twitter, Facebook, Instagram, AppFollow (a plus) * A proven understanding of which metrics and tools help improve the consumer experience through social channels * A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance **Preferred Qualifications** While not required, the following qualifications will make you an even stronger candidate: * 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 **Disability Accommodation for Employment Applications** blithequark and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, 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 related to the accessibility of the online application system due to a disability. **Equal Employment Opportunity** blithequark is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. blithequark fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. **Compensation & Benefits** The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. **Join Our Team** If you are a motivated and innovative leader with a passion for social media and customer support, we invite you to join blithequark's Viewer Experience team. Apply now to become a part of our dynamic team and help us create exceptional experiences for our global audiences. Apply Job! Apply for this job