**Experienced Customer Support Manager – Social Media Operations and Strategy**

At arenaflex, we're on a mission to revolutionize the way we connect with our audience through innovative and engaging experiences. Our Direct-to-Consumer (DTC) team is seeking a passionate and experienced Customer Support Manager, Social Media to join our Viewer Experience team. As a key member of our team, you will be responsible for overseeing operations across social media support channels, including Twitter, Facebook, and AppFollow, for arenaflex's DTC platforms, including Hulu and Disney+. If you're a social media enthusiast with a passion for delivering exceptional experiences, we want to hear from you. **About arenaflex's Viewer Experience Team** arenaflex's Viewer Experience Team is dedicated to providing unparalleled support to our audience across various social media platforms. We're a team of passionate individuals who thrive on innovation, creativity, and collaboration. Our mission is to create a seamless and engaging experience for our viewers, and we're looking for like-minded individuals to join our journey. **Job Summary** As the Customer Support Manager, Social Media, you will 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 will be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. The role also 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 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 complex 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, Disney+, and other arenaflex DTC platforms. - Manage team schedules, shift bids, and coverage to meet business needs, ensuring that our team is always equipped to handle high-volume customer interactions. - 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 efficiency in our operations. - Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, such as outages, live events, and crisis moments. - Ensure that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions, especially during crisis moments, maintaining a strong brand presence across all platforms. - Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers, driving engagement and loyalty. - Use data to drive decisions and continuously enhance the customer experience through social channels, identifying areas for improvement and implementing process changes to drive results. - Other duties as assigned to meet the evolving needs of the team and business, ensuring that our team is always equipped to handle the demands of a rapidly changing industry. **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 (ex: Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience, driving data-driven decision-making. - Experience in reporting, data analysis, and the use of reporting tools (e.g. Tableau, Adobe Analytics etc.), ensuring that our team is equipped to drive results and improve performance. - Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends, demonstrating a commitment to delivering exceptional customer experiences. **Nice-to-Haves** - Proven experience managing remote teams and/or international teams, with a strong understanding of cultural differences and communication strategies. - Experience defining and measuring individual and team-based performance for customer service organizations, driving accountability and results. - Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable, with a strong understanding of technology and its applications in customer support. - Ability to thrive in a fast-paced, ever-evolving environment, with a strong sense of adaptability and resilience. - Strong customer empathy and a passion for delivering exceptional experiences via social media, with a deep understanding of customer needs and preferences. - A proactive problem solver with a strategic mindset, able to drive innovation and efficiency in our operations. - Content creation experience, with a strong understanding of storytelling and brand voice. - Bilingual or multilingual, with a strong understanding of cultural differences and communication strategies. **Work Environment and Company Culture** arenaflex is an equal opportunity employer, 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 team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our journey. As a member of our team, you will have the opportunity to work with a talented group of professionals, driving innovation and efficiency in our operations. **Compensation and Benefits** The hiring range for this position in CA 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. **How to Apply** If you're a passionate and experienced Customer Support Manager, Social Media, with a strong understanding of social media engagement and moderation strategies, 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 explore how you can contribute to our mission to deliver exceptional customer experiences across social media platforms. Apply for this job