Experienced Customer Support Manager, Social Media – Direct-to-Consumer (DTC) Experience

At arenaflex, we're revolutionizing the way people engage with our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a passionate and experienced Customer Support Manager, Social Media, you'll play a pivotal role in shaping the viewer experience across our social media channels. If you're a team player with a knack for social media engagement, a passion for the viewer journey, and a drive to deliver exceptional experiences, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the entertainment industry, with a rich legacy of storytelling and a commitment to delivering unparalleled experiences to our audiences. Our Direct-to-Consumer (DTC) team is at the forefront of this revolution, pushing the boundaries of what's possible in the streaming space. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about creating a seamless and engaging experience for our viewers.

Job Summary

We're seeking an experienced Customer Support Manager, Social Media to lead our social media support operations across Twitter, Facebook, and AppFollow. As the ideal candidate, you'll possess a deep understanding of social media engagement, moderation strategies, and performance analysis. You'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance through quality and performance management. You'll also collaborate closely with cross-functional teams to drive operational improvements and ensure a consistent brand voice across all public-facing interactions.

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences

• 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

Work Environment and Company Culture

As a Customer Support Manager, Social Media, you'll be based in our Santa Monica, CA office, surrounded by a dynamic team of innovators and creatives. We foster a culture of collaboration, creativity, and continuous learning, with a focus on delivering exceptional experiences to our audiences. You'll have access to cutting-edge tools and technologies, as well as opportunities for professional growth and development.

Compensation and Benefits

The hiring range for this position is $103,500.00 to $138,800.00 per year, with a bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

How to Apply

If you're a passionate and experienced Customer Support Manager, Social Media looking to join a dynamic team that's shaping the future of entertainment, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story! Apply for this job