**Experienced Customer Support Manager, Social Media – Direct-to-Consumer (DTC) Experience**

At arenaflex, we're revolutionizing the way people engage with our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. 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. If you're a team player with a knack for social media engagement, a passion for the viewer journey, and a drive to deliver exceptional experiences, we want to hear from you.

• *About arenaflex**

arenaflex is a leading innovator in the entertainment industry, with a rich legacy of storytelling and a commitment to delivering unparalleled experiences to our audiences. Our Direct-to-Consumer (DTC) team is at the forefront of this revolution, pushing the boundaries of what's possible in the streaming space. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about creating a seamless and engaging experience for our viewers.

• *Job Summary**

We're seeking an experienced Customer Support Manager, Social Media to lead our social media support operations across Twitter, Facebook, and AppFollow. As the ideal candidate, you'll possess a deep understanding of social media engagement, moderation strategies, and performance analysis. You'll be responsible for leading a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance through quality and performance management. You'll also collaborate closely with cross-functional teams to drive operational improvements and ensure a consistent brand voice across all public-facing interactions.

• *Key Responsibilities**

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences
• 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

• *Work Environment and Company Culture**

As a Customer Support Manager, Social Media, you'll be based in our Santa Monica, CA office, surrounded by a dynamic team of innovators and creatives. We foster a culture of collaboration, creativity, and continuous learning, with a focus on delivering exceptional experiences to our audiences. You'll have access to cutting-edge tools and technologies, as well as opportunities for professional growth and development.

• *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, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

• *How to Apply**

If you're a passionate and experienced Customer Support Manager, Social Media looking to join a dynamic team that's shaping the future of entertainment, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story!