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

Job ID: 10124707

Job Description:

At arenaflex, we're on a mission to revolutionize the way we connect with our audience through innovative and engaging experiences. Our Direct-to-Consumer (DTC) team is at the forefront of this movement, delivering premium streaming services that captivate millions of viewers worldwide. As a passionate and experienced Customer Support Manager, Social Media, you'll play a pivotal role in shaping the viewer experience across our social media channels, ensuring that every interaction is seamless, responsive, and memorable.

About arenaflex:

arenaflex is a global leader in entertainment, media, and technology, with a rich legacy of storytelling and innovation. Our DTC team is dedicated to creating immersive experiences that bring people together, inspire imagination, and push the boundaries of what's possible. As a member of our team, you'll be part of a dynamic and collaborative environment that values creativity, diversity, and inclusion.

Job Summary:

We're seeking an exceptional Customer Support Manager, Social Media to lead our social media support operations across Twitter, Facebook, and AppFollow for our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a seasoned professional with a passion for social media engagement and moderation strategies, you'll be responsible for overseeing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and exceptional customer experiences.

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

What You'll Need:

* 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:

* 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 internal equity, 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
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply:

If you're a passionate and experienced Customer Support Manager, Social Media looking to join a dynamic and innovative team, please submit your application through our website. We can't wait to hear from you!

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, please 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. The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. Apply for this job