Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Arenaflex's Direct-to-Consumer Platforms

Are you a passionate and experienced leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms? Do you thrive in a fast-paced, ever-evolving environment, where creativity and strategic thinking are essential to success? If so, we invite you to join Arenaflex's Viewer Experience team as a Customer Support Manager, Social Media.

About Arenaflex

Arenaflex is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) team is dedicated to delivering exceptional viewer experiences across our premium streaming services, including Hulu and Disney+. As a Customer Support Manager, Social Media, you will play a critical role in shaping the future of Arenaflex's DTC experience, leveraging your expertise in social media engagement, moderation strategies, and performance analysis to drive business growth and customer satisfaction.

Job Summary

We are seeking a highly skilled and experienced Customer Support Manager, Social Media to lead our social media support operations across multiple platforms, including Twitter, Facebook, and AppFollow. As a key member of our Viewer Experience team, you will be responsible for overseeing the performance of our social media support channels, ensuring high-level performance from contracted agents and our in-house team, and collaborating closely with cross-functional teams to drive business growth and customer satisfaction.

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional viewer experiences across multiple platforms

• 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 and 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

What You'll Need

* 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 (e.g., 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)
• 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

Why Join Arenaflex?

* Competitive compensation package, including a base salary range of $103,500.00 to $138,800.00 per year in California, plus bonus and/or long-term incentive units

• Full range of medical, financial, and/or other benefits, dependent on the level and position offered
• Opportunity to work with a global leader in the entertainment industry, shaping the future of Arenaflex's DTC experience
• Collaborative and dynamic work environment, with a focus on innovation, creativity, and customer satisfaction
• Professional development opportunities, including training, mentorship, and career growth

How to Apply

If you are a passionate and experienced leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you! Apply to this job Apply for this job