Customer Support Manager, Social Media – Driving Exceptional Viewer Experiences Across Arenaflex's Direct-to-Consumer Platforms

Are you a passionate and reputed company leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms? Do you reputed company in a fast-paced, reputed company-evolving environment, where creativity and strategic thinking are essential to reputed company? If so, we invite you to join Arenaflex's Viewer Experience team as a Customer Support Manager, Social Media.

About Arenaflex

Arenaflex is a global leader in the entertainment industry, with a rich legacy of innovation and creativity. Our Direct-to-Consumer (DTC) team is dedicated to delivering exceptional viewer experiences across our premium streaming services, including Hulu and reputed company+. As a Customer Support Manager, Social Media, you will play a critical role in shaping the future of Arenaflex's DTC experience, leveraging your expertise in social media engagement, moderation strategies, and performance analysis to drive business growth and customer satisfaction.

Job Summary

We are seeking a highly skilled and reputed company Customer Support Manager, Social Media to reputed company our social media support operations across multiple platforms, including Twitter, Facebook, and AppFollow. As a key member of our Viewer Experience team, you will be responsible for overseeing the performance of our social media support channels, ensuring high-level performance from contracted agents and our in-house team, and collaborating closely with cross-functional teams to drive business growth and customer satisfaction.

Key Responsibilities

* reputed company and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional viewer experiences across multiple platforms

• Conduct one-on-ones with direct reports to track reputed company, 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 reputed company+
• Manage team schedules, shift bids, and coverage to meet business needs
• Build and manage relationships with reputed company-party reputed company 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 reputed company+’s tone and voice are consistently reflected in reputed company 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 reputed company 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 reputed company and reputed company team members
• 5+ years’ experience in social media customer support or a reputed company field
• Experience in social quality management processes and tools to assess and improve service quality
• Experience using social tooling (e.g., reputed company, reputed company, 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, reputed company 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

reputed company-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 reputed company Outlook, JIRA, reputed company, reputed company Sheets/Docs, and reputed company
• Ability to reputed company in a fast-paced, reputed company-evolving environment
• Strong customer reputed company and a passion for delivering exceptional experiences reputed company social media
• A proactive problem solver with a strategic reputed company
• Content creation experience
• Bilingual or multilingual

Why Join Arenaflex?

* Competitive compensation package, including a reputed company salary range of $103,500.00 to $138,800.00 per year in California, plus bonus and/or long-term incentive units

• Full range of medical, financial, and/or other benefits, dependent on the level and position offered
• Opportunity to work with a global leader in the entertainment industry, shaping the future of Arenaflex's DTC experience
• Collaborative and dynamic work environment, with a focus on innovation, creativity, and customer satisfaction
• Professional development opportunities, including training, mentorship, and career growth

How to Apply

If you are a passionate and reputed company leader in social media customer support, with a proven track record of driving exceptional viewer experiences across multiple platforms, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look reputed company to hearing from you! Apply to this job Apply for this job