Job Description
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