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

Are you a seasoned leader with a passion for delivering exceptional customer experiences through social media? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join Arenaflex's Direct-to-Consumer team as a Customer Support Manager, Social Media. In this pivotal role, you will lead a team of social media moderators, specialists, and outsourced agents, ensuring high-level performance and exceptional viewer experiences across Arenaflex's direct-to-consumer platforms, including Hulu and Disney+.

About Arenaflex's Direct-to-Consumer Team

Arenaflex's Direct-to-Consumer team is at the forefront of revolutionizing the way people consume entertainment content. Our team oversees the Hulu and Disney+ streaming businesses, bringing Arenaflex's best-in-class storytelling to fans and families worldwide. We're a dynamic and innovative team that thrives on creativity, collaboration, and a passion for delivering exceptional experiences.

Your Key Responsibilities

As a Customer Support Manager, Social Media, you will be responsible for:

• Leading and motivating a team of social media moderators, specialists, and external partners to deliver exceptional viewer experiences across Arenaflex's direct-to-consumer platforms
• Conducting one-on-ones with direct reports to track progress, provide feedback, and support professional growth
• Managing social quality assurance programs to measure and improve the performance of internal and external teams
• Enforcing key performance metrics, including service levels, agent/operational productivity, and response times across Hulu, Disney+
• Managing team schedules, shift bids, and coverage to meet business needs
• Building and managing relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs
• Providing guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)
• Ensuring that Hulu and Disney+'s tone and voice are consistently reflected in all social media interactions, especially during crisis moments
• Supporting proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers
• Using data to drive decisions and continuously enhance the customer experience through social channels

What We're Looking For

To succeed in this role, you will need:

• A 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

While not required, the following skills and experiences would be a plus:

• 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?

As a member of Arenaflex's Direct-to-Consumer team, you will have the opportunity to:

• Work with a talented and dynamic team that is passionate about delivering exceptional experiences
• Contribute to the growth and success of Arenaflex's direct-to-consumer platforms
• Develop your skills and expertise in social media customer support and quality management
• Enjoy a comprehensive benefits package, including medical, financial, and other perks
• Participate in professional development opportunities to enhance your career growth

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences through social media, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal.

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.

Compensation and Benefits

The hiring range for this position is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. 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.

Jobcode

Reference SBJ-122w2e-172-70-94-31-42 in your application. Apply for this job