Customer Support Manager – Social Media Operations Leader for arenaflex Direct‑to‑Consumer Platforms (arenaflex+ & arenaflex Streaming)

About arenaflex – Pioneering the Future of Direct‑to‑Consumer Entertainment

arenaflex is a global leader in premium streaming, delivering an unrivaled portfolio of original series, blockbuster movies, live television, and exclusive content that spans beloved franchises and iconic storytelling traditions. With a legacy built on imagination, innovation, and a relentless focus on the viewer experience, arenaflex continues to set the standard for how audiences around the world discover, engage with, and enjoy entertainment. Our Direct‑to‑Consumer (DTC) division powers the most popular streaming services, connecting millions of subscribers daily through intuitive platforms, cutting‑edge technology, and a culture that celebrates creativity, diversity, and bold ideas.

Role Overview – Customer Support Manager, Social Media

arenaflex’s Viewer Experience team is seeking a dynamic, strategic, and empathetic leader to own the social media support function for our flagship DTC platforms. As the Customer Support Manager – Social Media, you will direct a high‑performing team of moderators, specialists, and external partners, ensuring that every interaction on Twitter, Facebook, and other social channels reflects arenaflex’s distinctive tone, brand voice, and commitment to excellence. You will drive quality assurance, performance analytics, and continuous improvement initiatives that elevate the viewer journey, especially during high‑stakes moments such as live events, service outages, and brand‑wide announcements.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and inspire a diverse team of Social Media Moderators, Specialists, and outsourced agents. Conduct regular one‑on‑ones, performance reviews, and career‑growth planning to foster a culture of accountability and empowerment.
• Quality Assurance Management: Design, implement, and maintain robust social quality assurance programs. Use data‑driven methodologies to measure agent performance, content accuracy, and adherence to brand guidelines.
• Performance Metrics & Reporting: Own key performance indicators (KPIs) such as response time, service level agreements (SLAs), productivity, and sentiment analysis. Produce actionable insights through Tableau, Adobe Analytics, or comparable tools and present findings to senior leadership.
• Cross‑Functional Collaboration: Partner closely with Product, Engineering, Marketing, and BPO (Business Process Outsourcing) teams to align social support initiatives with broader business objectives and technology roadmaps.
• Crisis & Event Management: Lead real‑time social communication strategies during outages, live broadcasts, and major product launches. Ensure consistent brand voice and rapid, transparent communication with viewers.
• Vendor & Technology Partnerships: Manage relationships with third‑party technology providers, overseeing platform updates, tool integrations, and service level negotiations to keep the social support stack optimized.
• Strategic Planning: Develop long‑term roadmaps for social support operations, incorporating emerging trends, automation opportunities, and scalability considerations.
• Content Creation & Moderation: Oversee the creation of proactive posts, FAQs, and community guidelines that pre‑emptively address viewer concerns and enhance engagement.
• Operational Scheduling: Create and maintain shift schedules, ensuring adequate coverage across time zones and peak usage periods while balancing team well‑being.
• Continuous Improvement: Identify process bottlenecks, propose innovative solutions, and champion a culture of experimentation and learning.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
• Minimum of 3 years of experience managing a team, with a proven track record of developing high‑performing talent.
• 5 + years of hands‑on experience in social media customer support, community management, or a closely related discipline.
• Demonstrated expertise in social quality management processes and tools (e.g., Sprout, Sprinklr, Social Studio).
• Proficiency with analytics and reporting platforms such as Tableau, Adobe Analytics, or similar.
• Ability to thrive in fast‑paced environments, including flexibility to work evenings, weekends, and holidays during live events or crisis situations.
• Strong analytical mindset with the capacity to translate performance data into actionable operational improvements.

Preferred (Nice‑to‑Have) Qualifications

• Experience leading remote, distributed, or international teams.
• Background in defining and measuring individual and team‑based performance metrics for customer service organizations.
• Advanced proficiency with Microsoft Outlook, JIRA, Salesforce, Google Workspace, and Airtable.
• Exceptional customer empathy and a passion for delivering memorable experiences via social channels.
• Strategic problem‑solving abilities paired with a proactive, solution‑oriented attitude.
• Content creation skills, including copywriting, visual asset coordination, and multimedia storytelling.
• Multilingual capabilities or fluency in additional languages to support a global audience.

Core Skills & Competencies

• Leadership & Coaching: Ability to motivate, mentor, and develop a diverse team while fostering an inclusive environment.
• Communication: Excellent written and verbal communication skills, with a keen eye for tone, style, and brand consistency.
• Data‑Driven Decision Making: Strong quantitative skills, comfort with dashboards, and the ability to translate metrics into strategic actions.
• Technology Savvy: Familiarity with social media management platforms, ticketing systems, and emerging AI‑driven moderation tools.
• Crisis Management: Calm, decisive, and clear-headed under pressure, especially during high‑visibility incidents.
• Collaboration: Proven ability to work cross‑functionally, influencing stakeholders without direct authority.
• Customer‑Centric Mindset: Deep empathy for viewers, coupled with a relentless drive to exceed their expectations.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Manager, you will have access to:

• Leadership development programs, including executive coaching and mentorship circles.
• Cross‑departmental rotation opportunities to broaden your understanding of product, engineering, and content strategy.
• Industry conferences, workshops, and certifications focused on social media strategy, data analytics, and customer experience excellence.
• Exposure to cutting‑edge technologies such as AI‑powered sentiment analysis, automated moderation, and real‑time analytics dashboards.
• A clear promotion pathway toward senior operations leadership, director‑level roles, or strategic product management positions within arenaflex’s global DTC organization.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary range of $103,500 – $138,800 USD, calibrated for experience, performance, and geographic location.
• Annual performance‑based bonus and potential long‑term incentive units.
• Comprehensive health, dental, and vision coverage, including vision‑care and mental‑health resources.
• Generous paid time off, parental leave, and flexible work arrangements (on‑site in Santa Monica, CA with occasional remote flexibility).
• Retirement savings plans with company matching contributions.
• Employee assistance programs, wellness stipends, and access to on‑site fitness facilities.
• Discounted subscriptions to arenaflex streaming services for you and your household.
• Opportunities to attend exclusive premieres, industry events, and internal innovation showcases.

Work Environment & Culture at arenaflex

At arenaflex, we celebrate curiosity, creativity, and collaboration. Our culture is built on:

• Inclusivity: A workplace where diverse perspectives are welcomed, and every voice matters.
• Innovation: Encouragement to experiment, fail fast, and iterate toward breakthrough solutions.
• Community: Regular team‑building activities, volunteer initiatives, and social gatherings that foster genuine connections.
• Purpose‑Driven Mission: A shared commitment to delivering magical moments to viewers worldwide, every day.

Application Process & Next Steps

If you are a strategic thinker with a passion for social media, a talent for leading high‑performing teams, and a desire to shape the future of streaming entertainment, we want to hear from you. To apply, click the link below and submit your resume, cover letter, and any relevant work samples that demonstrate your expertise in social media support and leadership.

Apply Now – Customer Support Manager, Social Media (arenaflex)

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

Join arenaflex and Make an Impact

Become a pivotal part of a world‑class entertainment powerhouse where your leadership will directly influence how millions of viewers experience stories, news, and live events. Bring your expertise, your vision, and your passion for exceptional customer experiences to arenaflex – where every day is an opportunity to create magic.