Customer Support Manager – Social Media Operations & Community Engagement for arenaflex Streaming Services
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About arenaflex
arenaflex is a global leader in direct‑to‑consumer entertainment, delivering premium streaming experiences to millions of viewers worldwide. Our portfolio includes a flagship streaming platform, a vibrant library of original series, blockbuster movies, live television, and a suite of complementary services that keep audiences connected and entertained. At arenaflex, we blend cutting‑edge technology with storytelling excellence, creating a culture where creativity, data‑driven insight, and relentless customer focus intersect. As part of the Viewer Experience team, you will help shape the way fans interact with our brand across social media, turning everyday conversations into memorable experiences.
Why This Role Matters
Social media is the front line of the viewer journey. From real‑time outage updates to celebratory moments around new releases, every tweet, comment, and post shapes perception of the arenaflex brand. As the Customer Support Manager – Social Media, you will lead a high‑performing team that safeguards our brand voice, drives rapid resolution, and transforms feedback into actionable improvements. Your leadership will directly influence satisfaction scores, brand loyalty, and the overall health of our digital community.
Key Responsibilities
Leadership & Team Development
- Lead, coach, and inspire a diverse team of Social Media Moderators, Specialists, and external partners to achieve excellence in every interaction.
- Conduct regular one‑on‑one meetings, performance reviews, and career‑development sessions to nurture talent and promote internal growth.
- Design and implement onboarding, training, and continuous‑learning programs that keep the team up‑to‑date on platform updates, policy changes, and emerging social trends.
- Foster an inclusive, collaborative environment where creativity and data‑driven decision‑making thrive.
Operational Excellence
- Own the end‑to‑end social support workflow for arenaflex’s streaming platforms, ensuring service‑level agreements (SLAs) are met for response time, resolution time, and quality.
- Develop and maintain robust quality‑assurance (QA) frameworks, leveraging tools such as Sprout, Sprinklr, and Social Studio to monitor agent performance and content compliance.
- Manage shift scheduling, bid‑out processes, and coverage models across multiple locations (Santa Monica, CA; San Antonio, TX; New York, NY) to guarantee 24/7 coverage during peak events.
- Partner with third‑party technology vendors to align platform enhancements with social support needs, ensuring seamless integration and minimal downtime.
Strategic Communication & Crisis Management
- Serve as the voice of arenaflex on social channels during high‑impact events such as live broadcasts, service outages, and major product launches.
- Collaborate with cross‑functional teams—including Product, Engineering, Marketing, and Legal—to craft proactive messaging, real‑time updates, and post‑incident analyses.
- Maintain brand tone and voice consistency across all public‑facing interactions, especially during crisis moments, to protect brand reputation.
- Lead the creation and execution of proactive posting strategies that keep viewers informed, engaged, and reassured.
Data‑Driven Decision Making
- Analyze performance metrics (e.g., CSAT, NPS, response time, agent productivity) using Tableau, Adobe Analytics, and custom dashboards to identify trends and opportunities.
- Produce regular operational reports for senior leadership, highlighting key insights, risk areas, and recommended process improvements.
- Implement continuous‑improvement initiatives based on data, feedback loops, and industry best practices.
Collaboration & Stakeholder Management
- Build strong relationships with BPO partners, technology providers, and internal stakeholders to ensure alignment on goals, expectations, and performance standards.
- Act as the primary escalation point for complex or high‑visibility customer issues, providing guidance and resolution pathways.
- Participate in cross‑departmental forums to share learnings, influence product roadmaps, and advocate for the viewer’s perspective.
Essential Qualifications
- Bachelor’s degree or equivalent professional experience.
- Minimum 3 years of experience managing a team of customer‑support professionals, with a proven track record of developing high‑performing talent.
- At least 5 years of hands‑on experience in social media customer support, community management, or a closely related field.
- Demonstrated expertise in social quality‑management processes, including the design and execution of QA programs.
- Proficiency with social‑media management platforms (e.g., Sprout, Sprinklr, Social Studio) and analytics tools (e.g., Tableau, Adobe Analytics).
- Strong analytical mindset with the ability to translate data into actionable strategies.
- Flexibility to work evenings, weekends, and holidays as needed to support live events, outages, and crisis scenarios.
Preferred Qualifications & Nice‑to‑Haves
- Experience leading remote or internationally distributed teams.
- Background in defining and measuring individual and team performance metrics for large‑scale customer‑service operations.
- Advanced proficiency with Microsoft Outlook, JIRA, Salesforce, Google Workspace, and Airtable.
- Demonstrated ability to thrive in fast‑paced, constantly evolving environments.
- Strong customer empathy and a passion for delivering exceptional experiences via social channels.
- Creative problem‑solving skills paired with a strategic, forward‑thinking mindset.
- Content‑creation experience (copywriting, visual assets, video snippets) for social platforms.
- Multilingual capabilities or fluency in additional languages.
Core Skills & Competencies
- Leadership & People Management: Coaching, mentorship, conflict resolution, and talent development.
- Communication: Clear, concise, and brand‑aligned messaging for both internal and external audiences.
- Analytical Acumen: Data interpretation, KPI tracking, and performance‑driven decision making.
- Technical Savvy: Familiarity with social‑media monitoring tools, ticketing systems, and reporting platforms.
- Strategic Thinking: Ability to anticipate viewer needs, plan for peak demand, and align social support with broader business objectives.
- Adaptability: Comfort navigating ambiguity, rapid change, and high‑pressure situations.
- Collaboration: Building partnerships across product, engineering, marketing, legal, and external vendors.
Career Growth & Learning Opportunities
arenaflex invests heavily in employee development. In this role, you will have access to:
- Leadership development programs and executive mentorship.
- Cross‑functional project assignments that broaden exposure to product, engineering, and global operations.
- Continuous learning resources, including certifications in social‑media analytics, customer‑experience design, and agile project management.
- Opportunities to influence company‑wide policies on digital engagement, crisis communication, and community standards.
Work Environment & Culture
Our offices in Santa Monica, San Antonio, and New York are designed to foster collaboration, creativity, and well‑being. arenaflex promotes a culture of:
- Inclusivity: Diverse perspectives are celebrated, and every voice is encouraged to contribute.
- Innovation: Teams are empowered to experiment, iterate, and bring bold ideas to life.
- Work‑Life Balance: Flexible schedules, remote‑work options, and generous paid‑time‑off policies support personal well‑being.
- Community Impact: Employees are encouraged to volunteer, mentor, and participate in social‑responsibility initiatives.
Compensation, Perks & Benefits
arenaflex offers a competitive total‑reward package that includes:
- A base salary range that reflects experience, expertise, and geographic location.
- Performance‑based bonuses and long‑term incentive opportunities.
- Comprehensive health, dental, and vision coverage for employees and eligible dependents.
- Retirement savings plans with company matching contributions.
- Generous paid parental leave, family‑care assistance, and flexible work arrangements.
- Employee assistance programs, wellness stipends, and on‑site amenities such as fitness centers and collaborative lounges.
- Access to arenaflex streaming subscriptions for personal and family use.
Commitment to Equality & Accessibility
arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, applicants, and partners. Candidates with disabilities are encouraged to request accommodations at any stage of the hiring process.
How to Apply
If you are ready to lead a dynamic social‑media support team, shape the future of viewer engagement, and make a tangible impact on a world‑class streaming brand, we want to hear from you. Submit your application through our careers portal, and be prepared to showcase your leadership philosophy, data‑driven mindset, and passion for delivering unforgettable social experiences.