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

At arenaflex, we're on a mission to revolutionize the way people engage with our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a key member of our Viewer Experience team, you'll play a vital role in shaping the customer experience through social media support channels. We're seeking a passionate and experienced Customer Support Manager, Social Media to lead our social media support operations, drive performance excellence, and ensure a seamless brand experience across all public-facing interactions. **About arenaflex** arenaflex is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) business includes premium streaming services like Hulu and Disney+, offering an unparalleled collection of content from our iconic brands and franchises, including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is dedicated to delivering exceptional experiences to our viewers, and we're looking for like-minded professionals to join our mission. **Job Summary** As the Customer Support Manager, Social Media, you'll be responsible for overseeing operations across social media support channels (Twitter, Facebook, AppFollow) for our DTC platforms. You'll lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance through quality and performance management. You'll analyze performance data, oversee our brand presence, and ensure the consistent representation of our 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 through social media support channels * 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** arenaflex is committed to fostering a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. Our teams are passionate about delivering exceptional experiences to our viewers, and we're looking for like-minded professionals to join our mission. As a member of our Viewer Experience team, you'll have the opportunity to work with a talented group of professionals who are dedicated to shaping the future of entertainment. **Compensation and Benefits** 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. 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 passionate about delivering exceptional experiences through social media and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job