At arenaflex, we're revolutionizing the way people interact with our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a leader in the industry, we're committed to delivering exceptional viewer experiences that exceed expectations. We're seeking a highly experienced Customer Support Manager, Social Media to join our team and drive our social media support operations to new heights.
**About arenaflex**
arenaflex is a cutting-edge entertainment and media company that's pushing the boundaries of innovation and creativity. Our DTC platforms, including Hulu and Disney+, offer a vast array of content that resonates with audiences worldwide. As a Customer Support Manager, Social Media, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and building strong relationships with our viewers.
**Key Responsibilities**
As a Customer Support Manager, Social Media, you'll be responsible for leading and motivating a team of Social Media Moderators, Specialists, and outsourced agents. Your key responsibilities will include:
* Leading a team of social media support professionals to ensure high-level performance and quality service delivery
* Conducting one-on-one meetings with direct reports to discuss performance, provide feedback, and set goals
* Managing social quality assurance programs to ensure consistency and excellence in our brand's public-facing interactions
* Enforcing key performance metrics to drive business results and improve customer satisfaction
* Building relationships with third-party technology partners to enhance our social media support capabilities
* Analyzing performance data to identify trends, opportunities, and areas for improvement
* Overseeing our brand presence across social media platforms to ensure consistency and alignment with our brand voice
* Collaborating with cross-functional teams to develop and implement social media support strategies that drive business growth and customer satisfaction
**Requirements and Qualifications**
To succeed in this role, you'll need:
* A bachelor's degree in a related field, such as communications, marketing, or business administration
* At least 5 years of experience in customer support, social media, or a related field
* Proven experience in leading and managing teams, with a track record of success in driving performance and quality improvements
* Strong knowledge of social media engagement, moderation strategies, and performance analysis
* Excellent communication, interpersonal, and leadership skills
* Ability to work in a fast-paced environment, with flexibility to support business needs during live TV events, outages, and crisis scenarios
* Experience with social media quality assurance programs and performance metrics
* Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions
* Familiarity with third-party technology partners and social media support platforms
**Preferred Qualifications**
* Master's degree in a related field
* Experience working in the entertainment or media industry
* Certification in social media marketing or customer support
* Experience with social media analytics tools and platforms
* Familiarity with arenaflex's DTC platforms, including Hulu and Disney+
**Skills and Competencies**
To succeed in this role, you'll need to possess the following skills and competencies:
* Strong leadership and management skills, with the ability to motivate and inspire a team
* Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues, partners, and customers
* Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions
* Ability to work in a fast-paced environment, with flexibility to support business needs during live TV events, outages, and crisis scenarios
* Strong knowledge of social media engagement, moderation strategies, and performance analysis
* Experience with social media quality assurance programs and performance metrics
* Familiarity with third-party technology partners and social media support platforms
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Manager, Social Media, you'll have opportunities to:
* Develop your leadership and management skills through training and development programs
* Collaborate with cross-functional teams to drive business growth and customer satisfaction
* Work on high-profile projects and initiatives that impact our business and customer experiences
* Participate in social media and customer support industry events and conferences
* Access arenaflex's learning and development platform, which offers a range of courses and training programs to help you develop your skills and knowledge
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that's passionate about delivering exceptional customer experiences. Our work environment is fast-paced and collaborative, with a focus on teamwork, innovation, and customer satisfaction. As a Customer Support Manager, Social Media, you'll be part of a team that's committed to excellence and continuous improvement.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Salary: $80,000 - $100,000 per year, depending on experience
* Bonus: up to 20% of annual salary, based on performance
* Benefits: comprehensive health insurance, 401(k) matching, and paid time off
* Perks: free access to arenaflex's DTC platforms, including Hulu and Disney+, and a range of employee discounts and perks
**How to Apply**
If you're a motivated and experienced customer support professional who's passionate about delivering exceptional viewer experiences, 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 and discuss this exciting opportunity further!