Social Media Customer Support Manager – Leading Viewer Experience & Engagement Team for Premium Streaming Platforms

• --

About arenaflex and Our Vision

Welcome to arenaflex Direct to Consumer, where entertainment meets innovation, and where your career can flourish alongside some of the most beloved brands in the world. At arenaflex, we believe in the power of storytelling, and our streaming platforms—including Hulu and arenaflex+—bring extraordinary content to millions of viewers globally. From blockbuster movies and original series to live television and iconic franchises like Star Wars, Marvel, Pixar, and National Geographic, our portfolio represents the very best in entertainment.

Our Viewer Experience team is the heartbeat of our customer interactions. We are seeking a passionate and experienced leader to join us as a Customer Support Manager, Social Media, where you will oversee operations across our social media support channels and ensure that every viewer interaction reflects the exceptional quality they expect from our brands.

Why This Role Matters

As the Customer Support Manager, Social Media at arenaflex, you will play a pivotal role in shaping how millions of viewers experience our streaming services. Social media has become the first point of contact for many users seeking support, and your leadership will ensure that every interaction—whether it's a simple inquiry or a crisis situation—is handled with empathy, expertise, and the distinct voice that defines our brand.

This is more than a management role; it's an opportunity to lead a team that represents arenaflex in public-facing conversations, to drive operational excellence, and to contribute to the overall success of our direct-to-consumer experience. You will be responsible for building and managing a high-performing team of Social Media Moderators, Specialists, and external partners, all while collaborating with cross-functional teams to identify opportunities for continuous improvement.

What You'll Do

As a key leader within our Viewer Experience organization, you will be tasked with a diverse set of responsibilities that span team management, performance analysis, and strategic planning. Here's what you can expect in this role:

• Lead and Inspire Your Team: You will manage a team of Social Media Moderators, Specialists, and external outsourced agents. Your leadership will foster a culture of excellence, accountability, and continuous learning. You'll conduct regular one-on-one meetings with direct reports to track progress, provide constructive feedback, and support their professional growth trajectories.
• Drive Quality Assurance: You'll develop and manage social quality assurance programs that measure and improve the performance of both internal and external teams. This includes establishing quality metrics, conducting audits, and implementing training initiatives to elevate service quality across all social channels.
• Performance Management: Enforce key performance metrics, including service levels, agent and operational productivity, and response times across Hulu and arenaflex+. You'll use data-driven insights to identify trends, address performance gaps, and recognize top performers.
• Schedule and Resource Management: Manage team schedules, shift bids, and coverage to ensure seamless support during all hours of operation. You'll balance business needs with employee satisfaction, ensuring adequate coverage during peak times and special events.
• Technology Partnership Management: Build and maintain strong relationships with third-party technology partners to ensure that platform updates and improvements align with our social support needs. You'll serve as the liaison between technical teams and operational teams.
• Crisis and Escalation Support: Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, such as service outages, live events, or public relations challenges. Your calm demeanor and strategic thinking will be crucial in maintaining brand reputation.
• Brand Voice Consistency: Ensure that Hulu and arenaflex+'s tone and voice are consistently reflected in all social media interactions, especially during crisis moments. You'll develop and disseminate guidelines that capture our brand personality while addressing customer needs.
• Proactive Communication: Support proactive posting strategies during outages, live events, and other company events to ensure clear, timely communication with viewers. You'll collaborate with marketing and communications teams to align messaging.
• Data-Driven Decision Making: Use analytics and performance data to drive decisions and continuously enhance the customer experience through social channels. You'll create dashboards, generate reports, and present insights to senior leadership.
• Other Duties: As part of a dynamic organization, you'll handle additional responsibilities as assigned to meet the evolving needs of the team and business.

What You'll Need

We're looking for a candidate who brings a unique blend of leadership experience, technical expertise, and a genuine passion for customer experience. To succeed in this role, you'll need:

• Educational Background: A Bachelor's degree or equivalent professional experience in a related field.
• Leadership Experience: At least 3 years of experience managing a team, with a proven ability to inspire, mentor, and develop team members. You should have a track record of building high-performing teams.
• Industry Expertise: 5+ years of experience in social media customer support or a related field. You should understand the nuances of social media engagement, moderation, and customer relations.
• Quality Management: Experience in social quality management processes and tools to assess and improve service quality. You should be comfortable developing and implementing quality assurance frameworks.
• Technical Proficiency: Experience using social tooling such as Sprout, Sprinklr, or Social Studio, as well as analytics systems to measure and improve the customer experience.
• Data Analysis Skills: Strong experience in reporting, data analysis, and the use of reporting tools such as Tableau, Adobe Analytics, or similar platforms. You should be comfortable working with large datasets and translating insights into actionable strategies.
• Flexibility and Availability: The ability to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends. This role requires a flexible approach to scheduling.
• Analytical Mindset: The ability to analyze performance data and implement process improvements based on findings.

Nice-to-Have Qualifications

While not required, the following qualifications would strengthen your application and help you excel in this role:

• Proven experience managing remote teams and/or international teams across different time zones.
• Experience defining and measuring individual and team-based performance for customer service organizations.
• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable.
• The ability to thrive in a fast-paced, ever-evolving environment with shifting priorities.
• Strong customer empathy and a genuine passion for delivering exceptional experiences via social media.
• A proactive problem-solver with a strategic mindset who anticipates challenges before they arise.
• Content creation experience, including the ability to draft compelling social media responses.
• Bilingual or multilingual capabilities to serve our diverse global audience.

Career Growth and Learning Opportunities

At arenaflex, we believe in investing in our people. As a Customer Support Manager, Social Media, you'll have access to a wealth of professional development opportunities, including:

• Leadership Development Programs: Formal training and development programs designed to sharpen your management skills and prepare you for future leadership roles.
• Cross-Functional Exposure: Opportunities to collaborate with teams across marketing, product, engineering, and customer experience, giving you a holistic understanding of the business.
• Industry-Leading Tools: Hands-on experience with cutting-edge social media management and analytics platforms.
• Career Advancement: A clear path to senior management roles within our Viewer Experience organization or adjacent departments.
• Continuous Learning: Access to online courses, certifications, and industry conferences to stay at the forefront of customer experience trends.

Work Environment and Culture

Our Viewer Experience team is located in Santa Monica, California; San Antonio, Texas; and New York, New York. This role is on-site, allowing you to collaborate directly with your team and stakeholders in a dynamic, creative environment.

At arenaflex, we foster a culture of innovation, inclusion, and excellence. We encourage unconventional thinking and believe that diverse perspectives drive better outcomes. You'll work alongside passionate individuals who are committed to delivering exceptional experiences to our viewers every day.

Our offices are designed to support collaboration and creativity, with open workspaces, state-of-the-art technology, and comfortable breakout areas for team meetings and brainstorming sessions. We value work-life balance and offer flexible arrangements when possible.

Compensation and Benefits

We recognize that our people are our greatest asset, and we offer a comprehensive compensation package that reflects that. The hiring range for this position is $103,500.00 to $138,800.00 per year, depending on location and experience. In addition to competitive base pay, you may be eligible for a bonus and/or long-term incentive units.

Our benefits package includes:

• Health and Wellness: Comprehensive medical, dental, and vision plans, along with mental health resources and wellness programs.
• Financial Security: 401(k) plan with company matching, life insurance, and disability coverage.
• Paid Time Off: Generous vacation, sick leave, and personal days to support your well-being.
• Professional Development: Tuition reimbursement, learning platforms, and career development resources.
• Exclusive Perks: Access to exclusive arenaflex content, theme park discounts, and employee entertainment offerings.
• Family Support: Parental leave, adoption assistance, and family-friendly policies.

Join Our Team

If you're ready to take the next step in your career and make an impact at one of the world's leading entertainment companies, we encourage you to apply. We're looking for individuals who are passionate about customer experience, thrive in collaborative environments, and are excited to contribute to the legacy of arenaflex.

At arenaflex, we welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation to participate in the application process, please reach out to our accommodations team.

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, create the best stories, and remain relevant in a rapidly changing world.

Apply now to join our Viewer Experience team and help shape the future of customer support at arenaflex. We can't wait to see what you'll bring to the table.