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 vital role in shaping the viewer experience across social media channels. If you're a strategic thinker with a passion for delivering exceptional experiences, we want to hear from you.

About arenaflex

arenaflex is a leading entertainment and media company that's home to some of the world's most beloved brands, including Disney, Pixar, Marvel, Star Wars, and NatGeo. Our Direct-to-Consumer (DTC) team is dedicated to creating innovative experiences that bring our content to life in new and exciting ways. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about delivering exceptional experiences to 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 a key member of our Viewer Experience team, you'll be responsible for overseeing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and quality management. You'll analyze performance data, oversee our brand presence, and ensure the consistent representation of our 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

Essential Qualifications

* 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 part of a dynamic team that's passionate about delivering exceptional experiences to our viewers. You'll work in a fast-paced, ever-evolving environment that's dedicated to innovation and excellence. arenaflex is committed to fostering a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world.

Compensation and Benefits

The hiring range for this position is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. 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 who's looking for a new challenge, 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 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, 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.

Disclaimer

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. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, 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 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. Apply for this job