Experienced Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across arenaflex's DTC Platforms

At arenaflex, we're revolutionizing the way people interact with our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a leader in the industry, we're committed to delivering exceptional viewer experiences that exceed expectations. We're seeking a highly experienced Customer Support Manager, Social Media to join our team and drive our social media support operations to new heights.

About arenaflex

arenaflex is a cutting-edge entertainment and media company that's pushing the boundaries of innovation and creativity. Our DTC platforms, including Hulu and Disney+, offer a vast array of content that resonates with audiences worldwide. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and building strong relationships with our viewers.

Key Responsibilities

As a Customer Support Manager, Social Media, you'll be responsible for leading and motivating a team of Social Media Moderators, Specialists, and outsourced agents. Your key responsibilities will include:

• Leading a team of social media support professionals to ensure high-level performance and quality service delivery
• Conducting one-on-one meetings with direct reports to discuss performance, provide feedback, and set goals
• Managing social quality assurance programs to ensure consistency and excellence in our brand's public-facing interactions
• Enforcing key performance metrics to drive business results and improve customer satisfaction
• Building relationships with third-party technology partners to enhance our social media support capabilities
• Analyzing performance data to identify trends, opportunities, and areas for improvement
• Overseeing our brand presence across social media platforms to ensure consistency and alignment with our brand voice
• Collaborating with cross-functional teams to develop and implement social media support strategies that drive business growth and customer satisfaction

Requirements and Qualifications

To succeed in this role, you'll need:

• A bachelor's degree in a related field, such as communications, marketing, or business administration
• At least 5 years of experience in customer support, social media, or a related field
• Proven experience in leading and managing teams, with a track record of success in driving performance and quality improvements
• Strong knowledge of social media engagement, moderation strategies, and performance analysis
• Excellent communication, interpersonal, and leadership skills
• Ability to work in a fast-paced environment, with flexibility to support business needs during live TV events, outages, and crisis scenarios
• Experience with social media quality assurance programs and performance metrics
• Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions
• Familiarity with third-party technology partners and social media support platforms

Preferred Qualifications

* Master's degree in a related field

• Experience working in the entertainment or media industry
• Certification in social media marketing or customer support
• Experience with social media analytics tools and platforms
• Familiarity with arenaflex's DTC platforms, including Hulu and Disney+

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Strong leadership and management skills, with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues, partners, and customers
• Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions
• Ability to work in a fast-paced environment, with flexibility to support business needs during live TV events, outages, and crisis scenarios
• Strong knowledge of social media engagement, moderation strategies, and performance analysis
• Experience with social media quality assurance programs and performance metrics
• Familiarity with third-party technology partners and social media support platforms

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Manager, Social Media, you'll have opportunities to:

• Develop your leadership and management skills through training and development programs
• Collaborate with cross-functional teams to drive business growth and customer satisfaction
• Work on high-profile projects and initiatives that impact our business and customer experiences
• Participate in social media and customer support industry events and conferences
• Access arenaflex's learning and development platform, which offers a range of courses and training programs to help you develop your skills and knowledge

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that's passionate about delivering exceptional customer experiences. Our work environment is fast-paced and collaborative, with a focus on teamwork, innovation, and customer satisfaction. As a Customer Support Manager, Social Media, you'll be part of a team that's committed to excellence and continuous improvement.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary: $80,000 - $100,000 per year, depending on experience
• Bonus: up to 20% of annual salary, based on performance
• Benefits: comprehensive health insurance, 401(k) matching, and paid time off
• Perks: free access to arenaflex's DTC platforms, including Hulu and Disney+, and a range of employee discounts and perks

How to Apply

If you're a motivated and experienced customer support professional who's passionate about delivering exceptional viewer experiences, 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 from you and discuss this exciting opportunity further! Apply for this job