Senior Manager, Social Media Customer Support – arenaflex Viewer Experience & Direct‑to‑Consumer Community Strategy

About arenaflex – Shaping the Future of Entertainment Experiences

arenaflex is a global leader in storytelling, delivering immersive entertainment across a portfolio of iconic brands and cutting‑edge streaming platforms. Our Viewer Experience (VX) team is dedicated to turning every interaction into a memorable moment, whether it’s a binge‑watch session on our flagship streaming service, a live event on social channels, or a casual chat with a fan community. As the media landscape evolves, arenaflex continues to set the standard for how audiences engage, discover, and share content. We are looking for a visionary leader who can champion the social media support function, ensuring that every viewer receives prompt, empathetic, and brand‑aligned assistance.

Why This Role Matters

The Senior Manager, Social Media Customer Support will be the strategic architect and operational champion for arenaflex’s social support ecosystem. You will guide a high‑performing team of managers and specialists, shape the roadmap for all direct‑to‑consumer (DTC) brands, and partner with cross‑functional leaders to deliver seamless, delightful experiences across Twitter, Facebook, Instagram, and emerging platforms. Your work will directly influence brand perception, customer loyalty, and revenue growth for arenaflex’s suite of streaming services and entertainment properties.

Key Responsibilities

• Strategic Leadership: Design, develop, and operationalize a comprehensive social support strategy that aligns with arenaflex’s broader business objectives and brand voice.
• Roadmap Execution: Create a multi‑year roadmap, set measurable KPIs, and drive continuous improvement across all social channels for arenaflex’s DTC portfolio, including our flagship streaming platforms.
• Team Development: Lead a team of managers and individual contributors, fostering a culture of mentorship, accountability, and high performance. Conduct regular coaching sessions, performance reviews, and career‑path planning.
• Process Optimization: Identify gaps in current support workflows, implement scalable processes, and leverage automation tools to reduce response times and increase resolution rates.
• Cross‑Functional Collaboration: Partner with Product, Marketing, PR, Legal, and Engineering teams to ensure consistent messaging, timely incident response, and alignment on launch strategies.
• Incident Management: Serve as the escalation point for high‑impact incidents, coordinate executive briefings, and guide the social response in partnership with senior leadership.
• Data‑Driven Insights: Develop dashboards, conduct root‑cause analyses, and present actionable insights to senior stakeholders to inform product enhancements and community‑building initiatives.
• Brand Advocacy: Ensure every interaction reflects arenaflex’s tone and voice, reinforcing brand trust and fostering a vibrant online community.

Essential Qualifications & Skills

• Bachelor’s degree or equivalent professional experience.
• Minimum 2 years of experience managing a team of social support professionals; experience leading managers is a strong plus.
• At least 5 years of hands‑on experience in social media management, community moderation, or online customer support, with a proven record of driving business outcomes.
• Proficiency with leading social media management platforms such as Sprinklr, Hootsuite, Sprout Social, Salesforce Service Cloud, and analytics tools like Qualtrics or ListenFirst.
• Deep understanding of key performance metrics (e.g., First‑Response Time, Customer Satisfaction Score, Net Promoter Score) and the ability to translate data into strategic actions.
• Demonstrated ability to design and launch innovative social support programs that scale globally.
• High tolerance for rapid context switching, multitasking, and operating in a fast‑paced environment while maintaining composure and clarity.

Preferred Qualifications

• Exceptional written and verbal communication skills, with the ability to craft clear, brand‑aligned responses under pressure.
• Experience in the technology or entertainment sectors, particularly with direct‑to‑consumer streaming services.
• Strong collaborative mindset; proven ability to work effectively with product, marketing, legal, and engineering partners.
• Track record of taking ownership of complex projects from inception through delivery, demonstrating accountability and results‑orientation.
• Positive, solution‑focused attitude toward challenges, with a passion for continuous learning and improvement.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture, anticipate industry trends, and position arenaflex’s social support function as a competitive advantage.
• Leadership Presence: Inspire confidence across senior leadership, peers, and frontline teams; act as the trusted voice for social support strategy.
• Customer‑Centric Mindset: Deep empathy for the viewer journey, translating feedback into actionable improvements.
• Analytical Acumen: Strong quantitative skills to interpret data, spot patterns, and drive evidence‑based decisions.
• Technology Savvy: Comfort with emerging social platforms, AI‑driven chatbots, and automation tools that enhance support efficiency.
• Change Management: Expertise in guiding teams through process transformations and scaling initiatives across global markets.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. In this role you will:

• Gain exposure to senior executives and influence company‑wide social strategy.
• Lead cross‑functional initiatives that impact product development, brand perception, and revenue growth.
• Access a robust learning ecosystem, including internal academies, mentorship programs, and industry conferences.
• Potentially progress to Director‑level leadership roles overseeing broader customer experience or global community operations.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative workplace where diverse perspectives are celebrated. Our teams operate in a hybrid model, offering flexibility to work from home or from vibrant office hubs located in major creative cities. We champion:

• Creativity: An environment that encourages bold ideas and experimentation.
• Inclusivity: A culture where every voice is heard, and employees feel safe to bring their authentic selves.
• Well‑Being: Comprehensive wellness programs, mental‑health resources, and generous paid time off.
• Community Impact: Opportunities to volunteer, mentor, and contribute to social responsibility initiatives.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the importance of this role, including:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based annual bonus and long‑term incentive opportunities.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous paid parental leave, flexible vacation policies, and paid holidays.
• Professional development stipend, tuition reimbursement, and access to industry certifications.
• Employee discounts on arenaflex streaming services, merchandise, and partner brands.
• State‑of‑the‑art collaborative workspaces, ergonomic equipment, and a vibrant social calendar.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an environment where every individual—regardless of race, gender, sexual orientation, disability, veteran status, or background—can thrive. If you require a reasonable accommodation to explore this opportunity, please let us know, and we will work with you to ensure an accessible application process.

How to Apply

If you are passionate about shaping world‑class social support experiences, thrive in a fast‑moving entertainment ecosystem, and are ready to lead a talented team toward extraordinary outcomes, we want to hear from you. Join arenaflex and help us turn every viewer interaction into a story worth sharing.

Apply Now