Experienced Customer Support Manager, Social Media – Direct-to-Consumer Experience

Job ID: 10124707

Location:

Santa Monica, CA, USA (with options for San Antonio, TX, and New York, NY)

Job Type:

Full-time

About arenaflex

arenaflex is a leading entertainment and media company that has been a household name for generations. Our Direct-to-Consumer (DTC) team is at the forefront of revolutionizing the way we consume entertainment, with premium streaming services like Hulu and Disney+. As a Customer Support Manager, Social Media, you will be part of a dynamic team that thrives on innovation, creativity, and a passion for delivering exceptional experiences to our viewers.

Job Summary

We are seeking an experienced and passionate Customer Support Manager, Social Media to lead our Viewer Experience team in providing top-notch support across social media channels for our DTC platforms, including Hulu and Disney+. As a key member of our team, you will be responsible for overseeing operations, analyzing performance data, and ensuring the consistent representation of our brand voice across all public-facing interactions. If you have a proven track record in social media customer support, a passion for delivering exceptional experiences, and a knack for driving process improvements, we want to hear from you!

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional support experiences across social media channels

• 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
• 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 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

What We Offer

* Competitive salary range: $103,500.00 to $138,800.00 per year (base pay may vary depending on internal equity, geographic region, job-related knowledge, skills, and experience)

• Bonus and/or long-term incentive units may be provided as part of the compensation package
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a dynamic team that thrives on innovation and creativity
• Professional growth and development opportunities
• Flexible work arrangements to support work-life balance

How to Apply

If you are a motivated and experienced Customer Support Manager, Social Media looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing 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, please email [insert email address] 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.

arenaflex is an equal opportunity employer.

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