Customer Support Manager, Social Media

Job Summary: We are seeking a highly experienced Customer Support Manager, Social Media to oversee operations across social media support channels for Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. The ideal candidate will be knowledgeable in social media engagement, moderation strategies, possess a strong passion for the viewer journey in the social media space, and have experience in reporting and performance analysis. The successful candidate will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. This includes analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. Key responsibilities include leading and motivating a team, conducting one-on-one meetings with direct reports, managing social quality assurance programs, enforcing key performance metrics, and building relationships with third-party technology partners. This role requires flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends. Apply tot his job Apply To this Job