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

At arenaflex, we're revolutionizing the way people consume entertainment and media. Our Direct-to-Consumer (DTC) team is on a mission to bring the best-in-class storytelling to fans and families everywhere. We're seeking a highly skilled and passionate Customer Support Manager, Social Media to join our Viewer Experience team. As a key member of our team, you'll be responsible for overseeing social media support operations across multiple platforms, including Twitter, Facebook, and AppFollow, for our DTC platforms, Hulu and Disney+. **About arenaflex's Direct-to-Consumer Experience** arenaflex's Direct-to-Consumer team is a dynamic and innovative group that oversees the Hulu and Disney+ streaming businesses within arenaflex Entertainment. Our team is dedicated to delivering exceptional customer experiences through strategic hard work and determination. We're passionate about embracing unconventional thinking and contributing to arenaflex's legacy of innovation and excellence. **Job Summary** As the Customer Support Manager, Social Media, you'll lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You'll be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. This role involves close collaboration with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identifying opportunities for operational improvements. **Key Responsibilities** • Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across multiple social media platforms. • Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth, ensuring that team members are equipped to handle high-pressure scenarios and difficult customer interactions. • Manage social quality assurance programs to measure and improve the performance of internal and external teams, ensuring that our brand voice is consistently represented across all public-facing interactions. • Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and Disney+, to ensure that our customers receive timely and effective support. • Manage team schedules, shift bids, and coverage to meet business needs, ensuring that our social media support channels are always staffed and ready to respond to customer inquiries. • Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs, driving innovation and excellence in our customer support operations. • Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, such as outages and live events, to ensure that our customers receive the support they need. • Ensure that Hulu and Disney+'s tone and voice are consistently reflected in all social media interactions, especially during crisis moments, to maintain our brand's reputation and trust with our customers. • Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers and maintain our brand's presence in the social media space. • Use data to drive decisions and continuously enhance the customer experience through social channels, identifying opportunities for process improvements and implementing changes to drive excellence in our customer support operations. **Essential Qualifications** • 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, with a strong understanding of social media engagement and moderation strategies. • Experience in social quality management processes and tools to assess and improve service quality, ensuring that our brand voice is consistently represented across all public-facing interactions. • Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience, driving data-driven decision-making in our customer support operations. • Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics) to identify opportunities for process improvements and drive excellence in our customer support operations. • Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends, to ensure that our customers receive timely and effective support. **Nice-to-Haves** • Proven experience managing remote teams and/or international teams, with a strong understanding of the challenges and opportunities of global customer support operations. • Experience defining and measuring individual and team-based performance for customer service organizations, ensuring that our team members are equipped to deliver exceptional customer experiences. • Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable, with a strong understanding of the tools and technologies used in customer support operations. • Ability to thrive in a fast-paced, ever-evolving environment, with a strong focus on innovation and excellence in customer support. • Strong customer empathy and a passion for delivering exceptional experiences via social media, with a deep understanding of the importance of brand voice and tone in customer support operations. • A proactive problem solver with a strategic mindset, able to identify opportunities for process improvements and drive change in our customer support operations. • Content creation experience, with a strong understanding of the importance of clear and effective communication in customer support operations. • Bilingual or multilingual, with a strong understanding of the importance of cultural sensitivity and awareness in customer support operations. **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 access to a range of learning and development opportunities, including: • Training and development programs to help you build your skills and knowledge in customer support and social media. • Mentorship and coaching from experienced leaders in the field, to help you develop your leadership and management skills. • Opportunities to work on high-profile projects and initiatives, to help you build your portfolio and demonstrate your expertise. • A culture of innovation and experimentation, where you'll be encouraged to try new things and take calculated risks to drive excellence in our customer support operations. **Work Environment and Company Culture** arenaflex is a dynamic and innovative company that's passionate about delivering exceptional customer experiences. Our company culture is built on a set of core values that include: • A commitment to innovation and excellence in customer support. • A focus on teamwork and collaboration, to drive success in our customer support operations. • A passion for learning and development, to help our employees grow and develop their careers. • A commitment to diversity and inclusion, to ensure that our customer support operations are representative of the communities we serve. • A focus on employee well-being and engagement, to ensure that our employees are happy, healthy, and fulfilled in their roles. **Compensation, Perks, and Benefits** arenaflex offers a comprehensive compensation and benefits package, including: • A competitive salary, with a hiring range of $103,500.00 to $138,800.00 per year, depending on your level of experience and qualifications. • A bonus and/or long-term incentive units, to recognize and reward your contributions to our customer support operations. • A range of medical, financial, and other benefits, including health insurance, retirement savings, and paid time off. • Opportunities to work on high-profile projects and initiatives, to help you build your portfolio and demonstrate your expertise. • A culture of innovation and experimentation, where you'll be encouraged to try new things and take calculated risks to drive excellence in our customer support operations. **How to Apply** If you're a passionate and experienced customer support professional who's looking for a new challenge, we'd love 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 learn more about your qualifications and experience. Apply for this job