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

Join arenaflex, a leading entertainment and media company, as we revolutionize the way people experience our premium streaming services, including Hulu and Disney+. As a Customer Support Manager, Social Media, you will be at the forefront of delivering exceptional customer experiences through social media channels, driving engagement, and fostering a loyal community of viewers.

About arenaflex

arenaflex is a global leader in the entertainment and media industry, with a rich legacy of storytelling and innovation. Our Direct-to-Consumer (DTC) team is responsible for bringing our best-in-class content to fans and families worldwide through our premium streaming services, including Hulu and Disney+. We are committed to creating a business environment where ideas and decisions from all people help us grow, innovate, and stay relevant in a constantly evolving world.

The Viewer Experience Team

Our Viewer Experience Team is a dynamic and passionate group of professionals dedicated to delivering exceptional customer experiences across all touchpoints, including social media. We are seeking a seasoned Customer Support Manager, Social Media to lead our social media support channels, including Twitter, Facebook, and AppFollow, and drive our brand presence across these platforms.

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 high-level performance and exceptional customer experiences
• 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 and 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 You'll Need

To be successful 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 experience would be beneficial:

• 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

Work Environment and Company Culture

As a member of the arenaflex team, you will be part of a dynamic and inclusive work environment that values diversity, equity, and inclusion. We offer a range of benefits, including:

• Competitive salary and bonus structure
• Comprehensive medical, financial, and other benefits
• Opportunities for professional growth and development
• Collaborative and supportive team environment
• Flexible work arrangements, including remote work options

Compensation and Benefits

The hiring range for this position is $103,500.00 to $138,800.00 per year, with a bonus and/or long-term incentive units may be provided as part of the compensation package. A comprehensive benefits package, including medical, financial, and other benefits, will also be offered.

How to Apply

If you are a motivated and experienced customer support professional with a passion for social media, 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.

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, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Note

This posting is subject to change, and please refer to the career site for the latest availability. Apply for this job