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