Customer Support Manager, Social Media – Streaming Platform Customer Experience Leadership

About arenaflex

Welcome to arenaflex, where innovation meets entertainment, and every customer interaction tells a story. As a leader in the streaming and digital content industry, arenaflex delivers premium entertainment experiences to millions of viewers worldwide through our cutting-edge platforms. Our portfolio includes an incomparable collection of content from beloved brands and franchises recognized and respected all over the world. We pride ourselves on creating seamless, magical experiences that connect audiences with the stories they love.

At arenaflex, we believe that exceptional customer support is the cornerstone of our success. Our Viewer Experience team is dedicated to ensuring that every interaction with our platforms leaves a lasting positive impression. We embrace unconventional thinking, foster collaboration, and are passionate about pushing the boundaries of what's possible in digital customer service. Join us and be part of a team that thrives upon a legacy of excellence while shaping the future of streaming entertainment.

Position Overview

Are you passionate about social media, customer experience, and leading high-performing teams? arenaflex is seeking an experienced and dynamic Customer Support Manager, Social Media to oversee operations across our social media support channels. In this pivotal role, you will be responsible for leading our social media customer support strategy, managing a talented team of moderators and specialists, and ensuring that our brand voice resonates powerfully across every digital interaction.

This is an exciting opportunity for a results-driven professional who thrives in a fast-paced, ever-evolving environment and has a genuine passion for the viewer journey in the social media space. You'll play a critical role in shaping the future of customer support at arenaflex while working alongside some of the brightest minds in the industry.

What You'll Do

As a Customer Support Manager, Social Media at arenaflex, you will be at the forefront of our customer experience strategy. Your leadership will directly impact how millions of viewers perceive and interact with our brands. Here's what you can expect in this role:

• Team Leadership & Development: Lead and inspire a team of Social Media Moderators, Specialists, and external partners. Conduct regular one-on-one sessions with direct reports to track progress, provide constructive feedback, and support their professional growth and career development.
• Quality Assurance Excellence: Manage social quality assurance programs designed to measure and continuously improve the performance of both internal and external teams. Implement best practices that elevate our service quality to industry-leading standards.
• Performance Management: Enforce key performance metrics including service levels, agent and operational productivity, and response times across all streaming platforms. Use data-driven insights to identify areas for improvement and implement strategic solutions.
• Schedule Management: Oversee team schedules, shift bids, and coverage to ensure seamless 24/7 support that meets business demands and exceeds customer expectations.
• Technology Partnership Management: Build and maintain strong relationships with third-party technology partners to ensure platform updates and improvements are perfectly synchronized with our social support needs.
• Crisis Management & Support: Provide expert guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, including service outages, live events, and other crisis situations that require immediate, thoughtful responses.
• Brand Voice Consistency: Ensure that our tone and voice are consistently reflected in all social media interactions, particularly during critical moments that can impact our brand reputation.
• Proactive Communication: Support proactive posting strategies during outages, live events, and company initiatives to ensure clear, timely communication with our viewers.
• Data-Driven Decision Making: Leverage analytics and performance data to drive strategic decisions and continuously enhance the customer experience through social channels.
• Cross-Functional Collaboration: Work closely with BPO partners and cross-functional teams to ensure continued accountability for key performance metrics and identify opportunities for operational improvements.
• Additional Responsibilities: Undertake other duties as assigned to meet the evolving needs of the team and business.

What You'll Need

To succeed in this role, you'll need a unique blend of leadership skills, technical expertise, and a passion for customer experience. We're looking for candidates who bring:

• Educational Foundation: A Bachelor's degree or equivalent professional experience in a related field.
• Leadership Experience: A minimum of 3 years' experience managing a team, with a proven ability to inspire, mentor, and develop team members to achieve their full potential.
• Industry Expertise: 5+ years' experience in social media customer support or a closely related field, demonstrating deep understanding of the digital support landscape.
• Quality Management Skills: Experience in social quality management processes and tools to assess, monitor, and improve service quality.
• Technical Proficiency: Hands-on experience using social tooling platforms and analytics systems to measure and improve the customer experience.
• Analytical Capabilities: Strong experience in reporting, data analysis, and the use of reporting tools to derive actionable insights.
• Flexibility & Availability: The ability to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends.
• Process Improvement Mindset: Ability to analyze performance data and implement meaningful process improvements that drive results.

Nice-To-Haves

While not required, the following qualifications and experiences would make you an especially strong candidate:

• Proven experience managing remote teams and/or international teams across multiple time zones
• Experience defining and measuring individual and team-based performance for customer service organizations
• Proficiency in productivity tools including Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable
• Ability to thrive in a fast-paced, ever-evolving environment with changing priorities
• Strong customer empathy and an authentic passion for delivering exceptional experiences via social media
• A proactive problem-solver with a strategic mindset who anticipates challenges before they arise
• Content creation experience that demonstrates creativity and brand awareness
• Bilingual or multilingual capabilities that enable support for our diverse global audience

Work Environment & Location

This role requires an on-site presence and will be based in one of our vibrant locations: Santa Monica, California, San Antonio, Texas, or New York, New York. You'll have the opportunity to work alongside talented professionals in state-of-the-art facilities that foster collaboration, creativity, and innovation.

At arenaflex, we understand the importance of work-life balance and offer flexible scheduling options when possible. However, given the nature of this role supporting live events and critical operational needs, evening and weekend availability is essential.

Career Growth & Learning Opportunities

Joining arenaflex means more than just a job—it's the beginning of an exciting career journey. We invest heavily in the professional development of our team members and offer:

• Leadership Development Programs: Comprehensive training to enhance your management skills and prepare you for future leadership roles.
• Continuous Learning: Access to online courses, workshops, and industry conferences to stay at the forefront of social media trends and customer experience best practices.
• Career Advancement: A clear path for career progression within the organization, with opportunities to take on increased responsibilities and leadership positions.
• Cross-Functional Exposure: Opportunities to work with different teams and departments, expanding your knowledge and network within the organization.
• Mentorship Programs: Connect with experienced leaders who can guide your career growth and provide valuable insights.

Compensation & Benefits

At arenaflex, we recognize that our people are our greatest asset. That's why we offer a comprehensive and competitive compensation package that includes:

• Base Salary: The hiring range for this position is $103,500.00 to $138,800.00 per year, taking into account internal equity and geographic location.
• Performance Bonuses: Annual bonus opportunities based on individual and company performance.
• Long-Term Incentives: Equity or long-term incentive units for eligible positions.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family.
• Retirement Plans: 401(k) retirement savings plan with company matching.
• Paid Time Off: Generous PTO policy including vacation, personal days, and holidays.
• Parental Leave: Paid parental leave for new parents.
• Employee Perks: Access to exclusive content, discounts on products and services, and special events.

Company Culture & Values

arenaflex is more than a workplace—it's a community united by a shared passion for entertainment and exceptional customer experiences. Our culture is built on core values that guide everything we do:

• Innovation: We embrace unconventional thinking and encourage creative solutions to challenges.
• Collaboration: We believe that the best results come from working together across teams and disciplines.
• Integrity: We act with honesty and transparency in all our interactions.
• Inclusivity: We welcome diverse perspectives and create an environment where everyone belongs.
• Excellence: We hold ourselves to the highest standards in everything we do.

We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and remain relevant in a rapidly changing world.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We welcome all job seekers including individuals with disabilities and veterans with disabilities. We believe that diversity drives innovation and strengthens our team. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

If you require a reasonable accommodation to search for a job opening or apply for a position, please contact our accommodations team. We will only respond to requests related to the accessibility of the online application system due to a disability.

Join Our Team

Are you ready to make an impact? We're looking for passionate, dedicated professionals who want to be part of something extraordinary. If you're excited about leading a world-class social media support team and shaping the future of customer experience in streaming entertainment, we want to hear from you!

Apply today and become part of the arenaflex family. Together, we'll create unforgettable experiences for millions of viewers around the globe.