Social Media, Customer Support Manager

About the position Responsibilities • Lead and motivate a team of Social Media Moderators, Specialists and external partners • 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, 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 • Other duties as assigned to meet the evolving needs of the team and business Requirements • 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 (ex: 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 etc.) • 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 Benefits • Medical, financial, and/or other benefits • Bonus and/or long-term incentive units may be provided as part of the compensation package Apply tot his job