Experienced Customer Support Manager, Social Media – Direct-to-Consumer Platforms

At arenaflex, we're on a mission to revolutionize the way we connect with our audience through innovative and engaging experiences. As a key member of our Viewer Experience team, you'll play a vital role in shaping the future of arenaflex's direct-to-consumer platforms, including Hulu and Disney+. We're seeking a highly skilled and passionate Customer Support Manager, Social Media to lead our social media support channels and ensure that our brand voice is consistently represented across all public-facing interactions.

About arenaflex

arenaflex is a global leader in the entertainment industry, with a rich legacy of creating unforgettable experiences for audiences around the world. Our direct-to-consumer platforms, including Hulu and Disney+, offer an unparalleled collection of content from our beloved brands and franchises, such as Star Wars, Marvel, Pixar, Disney, and NatGeo. As a member of our Viewer Experience team, you'll be part of a dynamic and innovative organization that's constantly pushing the boundaries of what's possible in the world of entertainment.

Job Summary

As a Customer Support Manager, Social Media, you'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents in providing exceptional support to our audience across social media channels. You'll analyze performance data, oversee our brand presence, and ensure that our tone and voice are consistently reflected in all social media interactions. You'll also collaborate closely with cross-functional teams to identify opportunities for operational improvements and drive business growth.

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver high-quality support to our audience

• 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

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 bonus and/or long-term incentive units

• Comprehensive benefits, including medical, financial, and other perks
• Opportunity to work with a global leader in the entertainment industry
• Collaborative and dynamic work environment
• Professional growth and development opportunities
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and passionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant work samples. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, please 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.

Hiring Range

The hiring range for this position is $103,500.00 to $138,800.00 per year, depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Apply for this job