Experienced Social Care Manager – Customer Support for arenaflex's Direct-to-Consumer Experience

At arenaflex, we're revolutionizing the way people experience entertainment and storytelling through our premium streaming services, including Hulu and Disney+. As a leader in the Direct-to-Consumer (DTC) space, we're committed to delivering exceptional viewer experiences that exceed our customers' expectations. We're seeking a highly skilled and passionate Social Care Manager to join our Viewer Experience team, who will be responsible for overseeing social media support channels and ensuring a seamless, engaging experience for our customers.

About arenaflex

arenaflex is a global leader in the entertainment industry, with a rich legacy of storytelling and innovation. Our Direct-to-Consumer (DTC) team is dedicated to delivering premium streaming services that bring people together and inspire new experiences. With a focus on innovation, creativity, and customer-centricity, we're shaping the future of entertainment and storytelling.

Job Summary

We're seeking an experienced Social Care Manager to lead our social media support channels, including Twitter, Facebook, and AppFollow, for our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a key member of our Viewer Experience team, 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. 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.

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across social media 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

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
• 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

Preferred Qualifications

* 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

What We Offer

* Competitive salary range: $103,500.00 to $138,800.00 per year (base pay may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience)

• Bonus and/or long-term incentive units may be provided as part of the compensation package
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a global leader in the entertainment industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a team of social media professionals, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply to this job Apply for this job