**Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Arenaflex's Direct-to-Consumer Platforms**

Are you a passionate and experienced leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms? Do you thrive in a fast-paced, ever-evolving environment, where creativity and strategic thinking are essential to success? If so, we invite you to join Arenaflex's Viewer Experience team as a Customer Support Manager, Social Media.

• *About Arenaflex**

Arenaflex is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) team is dedicated to delivering exceptional viewer experiences across our premium streaming services, including Hulu and Disney+. As a Customer Support Manager, Social Media, you will play a critical role in shaping the future of Arenaflex's DTC experience, leveraging your expertise in social media engagement, moderation strategies, and performance analysis to drive business growth and customer satisfaction.

• *Job Summary**

We are seeking a highly skilled and experienced Customer Support Manager, Social Media to lead our social media support operations across multiple platforms, including Twitter, Facebook, and AppFollow. As a key member of our Viewer Experience team, you will be responsible for overseeing the performance of our social media support channels, ensuring high-level performance from contracted agents and our in-house team, and collaborating closely with cross-functional teams to drive business growth and customer satisfaction.

• *Key Responsibilities**

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional viewer experiences across multiple platforms
• 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
• Other duties as assigned to meet the evolving needs of the team and business

• *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

• *Why Join Arenaflex?**

• Competitive compensation package, including a base salary range of $103,500.00 to $138,800.00 per year in California, plus bonus and/or long-term incentive units
• Full range of medical, financial, and/or other benefits, dependent on the level and position offered
• Opportunity to work with a global leader in the entertainment industry, shaping the future of Arenaflex's DTC experience
• Collaborative and dynamic work environment, with a focus on innovation, creativity, and customer satisfaction
• Professional development opportunities, including training, mentorship, and career growth

• *How to Apply**

If you are a passionate and experienced leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you!