Experienced Customer Support Manager, Social Media – Streaming Platform Viewer Experience Team

Join the arenaflex Viewer Experience Team

Welcome to arenaflex Direct-to-Consumer (DTC), where innovation meets entertainment! Our DTC division is at the forefront of the streaming revolution, delivering premium content experiences to millions of viewers worldwide. We operate best-in-class streaming platforms that have become household names, offering an incomparable collection of content from the world's most beloved brands and franchises.

At arenaflex, we believe in the power of connection. Our Viewer Experience team serves as the voice of our streaming platforms across social media channels, ensuring that every viewer interaction reflects our commitment to exceptional customer care. We're looking for a passionate and experienced Customer Support Manager, Social Media to lead our social support operations and help shape the future of customer engagement in the streaming industry.

About the Role

As the Customer Support Manager, Social Media at arenaflex, you will oversee operations across our social media support channels, including Twitter/X, Facebook, AppFollow, and emerging platforms. You will be responsible for leading a team of talented Social Media Moderators, Specialists, and contracted support agents who represent our brand to the world.

This is a dynamic leadership position that requires someone who thrives in a fast-paced, ever-evolving environment. You'll be the driving force behind our social media customer support strategy, ensuring consistent, high-quality interactions that delight our viewers and strengthen brand loyalty.

What You'll Do

• Lead and inspire a high-performing team of Social Media Moderators, Specialists, and external partners, fostering a culture of excellence, accountability, and continuous improvement


• Conduct regular one-on-one meetings with direct reports to track progress, provide constructive feedback, and support professional development and career growth


• Manage social quality assurance programs to measure, analyze, and improve the performance of both internal and external support teams


• Enforce key performance metrics including service levels, agent productivity, response times, and customer satisfaction scores across all streaming platforms


• Oversee team scheduling, shift bids, and coverage planning to ensure seamless 24/7 support that meets business demands and viewer expectations


• Build and nurture relationships with third-party technology partners to ensure platform updates and improvements align with social support needs


• Provide expert guidance to moderators and agents during difficult customer interactions and high-pressure scenarios such as service outages, live events, and crisis situations


• Ensure brand consistency by enforcing our unique tone and voice across all social media interactions, especially during critical moments and crisis communications


• Support proactive communication strategies during outages, live sporting events, premieres, and other high-traffic moments to ensure clear, timely communication with viewers


• Leverage data analytics to drive strategic decisions and continuously enhance the customer experience through social channels


• Collaborate with cross-functional teams including BPO partners, product teams, and marketing to ensure accountability for key performance metrics and identify opportunities for operational improvements


• Adapt and respond to evolving business needs and team requirements as the streaming industry continues to grow and change

What You'll Need

We're seeking a candidate who brings a unique blend of leadership skills, technical expertise, and passion for customer experience. The ideal candidate will have:

• Educational foundation: Bachelor's degree or equivalent professional experience in a related field


• Leadership experience: Minimum 3 years of experience managing a team, with a proven ability to inspire, develop, and mentor team members to achieve their full potential


• Industry expertise: 5+ years of experience in social media customer support or a related field, with deep understanding of social engagement best practices


• Quality management: Experience in social quality management processes and tools to assess, measure, and improve service quality


• Technical proficiency: Experience using social media management tools (such as Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience


• Data analysis skills: Strong experience in reporting, data analysis, and using reporting tools such as Tableau, Adobe Analytics, or similar platforms


• Flexibility: Ability and willingness to support business needs during live TV events, service outages, and crisis scenarios, which may include evenings, weekends, and holidays


• Analytical mindset: Ability to analyze performance data, identify trends, and implement process improvements that drive measurable results

Nice-to-Haves

While not required, the following qualifications and experiences would make you an exceptional fit for our team:

• Proven experience managing remote teams and/or international teams across multiple time zones


• Experience defining and measuring individual and team-based performance metrics for customer service organizations


• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable


• Ability to thrive in a fast-paced, ever-evolving entertainment and technology environment


• Strong customer empathy and genuine passion for delivering exceptional experiences via social media channels


• Proactive problem-solving skills with a strategic, solutions-oriented mindset


• Content creation experience for social media platforms


• Bilingual or multilingual capabilities

Location

This role offers on-site opportunities in our vibrant office locations: Santa Monica, CA, San Antonio, TX, or New York, NY. We believe in the power of in-person collaboration and offer state-of-the-art workspace facilities designed to support our teams' success.

Why Join arenaflex?

At arenaflex, we're not just creating streaming experiences – we're shaping the future of entertainment. When you join our Viewer Experience team, you become part of a company that values innovation, creativity, and the power of storytelling. Here's what makes arenaflex an amazing place to build your career:

Career Growth and Development

We invest in our people. As part of our team, you'll have access to comprehensive training programs, mentorship opportunities, and clear career advancement pathways. We encourage continuous learning and provide resources to help you develop new skills in customer experience, leadership, and emerging social media trends.

Innovative Work Environment

Join a team that's at the intersection of technology and entertainment. You'll work with cutting-edge tools and platforms, collaborate with talented professionals across departments, and contribute to shaping how millions of viewers interact with our brands.

Competitive Compensation

We recognize and reward exceptional performance. The hiring range for this position is $103,500.00 to $138,800.00 per year, based on experience and qualifications. In addition to competitive base pay, we offer bonus opportunities and comprehensive benefits packages.

Comprehensive Benefits

Our benefits package is designed to support your wellbeing and work-life balance:

• Full range of medical, dental, and vision insurance options


• 401(k) retirement plan with company matching


• Paid time off, including vacation, personal days, and holidays


• Parental leave and family support programs


• Employee assistance programs and mental health resources


• Discounts on streaming services and entertainment offerings

Inclusive Culture

arenaflex is committed to fostering a diverse, inclusive workplace where all employees can thrive. We welcome applicants from all backgrounds and provide equal employment opportunities. We encourage individuals with disabilities and veterans with disabilities to apply. If you need a reasonable accommodation during the application process, please reach out to our accommodations team.

Ready to Make Your Mark?

If you're passionate about customer experience, thrive in leadership roles, and want to be part of something extraordinary, we want to hear from you! This is your opportunity to join a world-class team, shape the future of streaming support, and make a meaningful impact on millions of viewers.

Apply today and become part of the arenaflex family. Together, we'll continue to deliver unforgettable entertainment experiences that inspire, connect, and delight audiences around the globe.

arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. We foster a business culture where ideas and decisions from all people help us grow, innovate, and create the best experiences in a rapidly changing world.