Customer Support Manager, Social Media – Leading Premium Streaming Platform Customer Experience

Job Description:

Join arenaflex: Redefining Streaming Excellence

Welcome to arenaflex Direct to Consumer, where innovation meets entertainment in the dynamic world of premium streaming services. We are proud to be at the forefront of the streaming revolution, offering audiences around the globe unparalleled access to an incomparable collection of content from the world's most beloved brands and franchises. Our portfolio includes groundbreaking original programming, extensive libraries of hit series and movies, live television experiences, and content that spans genres and generations—from action-packed adventures to heartwarming family stories, from epic science fiction sagas to thought-provoking documentaries.

At arenaflex, we believe that exceptional customer experiences are the foundation of our success. Our Viewer Experience team is dedicated to ensuring that every interaction with our streaming platforms leaves our subscribers satisfied, engaged, and eager to continue their journey with us. We are searching for a passionate and experienced Customer Support Manager, Social Media to lead our social media support operations and help us set the standard for customer excellence in the streaming industry.

About This Opportunity

As the Customer Support Manager, Social Media at arenaflex, you will play a pivotal role in shaping how millions of viewers experience our brand across social media channels. You will oversee operations across our social media support channels, including Twitter, Facebook, and our in-app communication platforms, ensuring that every customer interaction reflects our commitment to excellence, empathy, and innovation.

This is a unique opportunity to join a team that thrives upon a legacy of storytelling excellence while embracing unconventional thinking and pushing the boundaries of what's possible in customer support. You will lead a talented team of Social Media Moderators, Specialists, and partner agents, driving performance excellence and ensuring consistent, high-quality customer experiences across all social touchpoints.

What You'll Do

As a key leader within our Viewer Experience team, you will be responsible for the following:

• Team Leadership and Development: Lead, motivate, and inspire a team of Social Media Moderators, Specialists, and external partners. Conduct regular one-on-one sessions with direct reports to track progress, provide constructive feedback, and support their professional growth and career development.


• Quality Assurance Management: Manage social quality assurance programs to measure and improve the performance of both internal and external teams. Implement robust quality monitoring processes that ensure every customer interaction meets our exacting standards.


• Performance Management: Enforce key performance metrics, including service levels, agent and operational productivity, and response times. Use data-driven insights to identify areas for improvement and implement corrective actions as needed.


• Resource Planning: Manage team schedules, shift bids, and coverage to ensure we meet business needs while maintaining work-life balance for our team members. Coordinate with BPO partners to ensure seamless service delivery.


• Technology Partnership: Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with our social support needs. Stay current with emerging tools and technologies that can enhance our capabilities.


• Crisis Management: Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios, including service outages, live events, and other crisis situations. Ensure our brand voice remains calm, helpful, and consistent during challenging moments.


• Brand Voice Consistency: Ensure that our tone and voice are consistently reflected in all social media interactions, especially during crisis moments. Train and coach team members to embody our brand values in every interaction.


• Proactive Communication: Support proactive posting strategies during outages, live events, and other company events to ensure clear, timely communication with our viewers. Collaborate with marketing and communications teams to align messaging.


• Data-Driven Decision Making: Use data to drive decisions and continuously enhance the customer experience through social channels. Analyze performance data, identify trends, and implement process improvements that deliver measurable results.


• Continuous Improvement: Take on other duties as assigned to meet the evolving needs of the team and business. Stay agile and adaptable in a fast-paced, ever-changing environment.

What You'll Need

To succeed in this role, you will need:

• Education: Bachelor's degree or equivalent professional experience in communications, marketing, customer service, or a related field.


• Leadership Experience: Minimum of 3 years' experience managing a team, with a proven ability to inspire, develop, and mentor team members. You should have a track record of building high-performing teams and fostering a culture of excellence.


• Industry Expertise: Minimum of 5+ years' experience in social media customer support or a related field. You should have a deep understanding of social media platforms, customer engagement strategies, and digital support operations.


• Quality Management: Experience in social quality management processes and tools to assess and improve service quality. You should be familiar with quality monitoring methodologies and best practices.


• Technical Proficiency: Experience using social tooling (such as Sprout, Sprinklr, or Social Studio) and analytics systems to measure and improve the customer experience. You should be comfortable working with multiple platforms and tools simultaneously.


• Analytical Skills: Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics). You should be able to translate data into actionable insights and drive continuous improvement.


• Flexibility: Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends. You should be comfortable with a dynamic schedule that adapts to business requirements.


• Problem-Solving: Ability to analyze performance data and implement process improvements. You should be a proactive problem solver with a strategic mindset.

Nice-to-Haves

While not required, the following experiences and skills would be valuable in this role:

• 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 capabilities

Why Join arenaflex?

At arenaflex, we are committed to creating an inclusive, diverse, and innovative workplace where ideas and decisions from all people help us grow, innovate, create the best stories, and remain relevant in a constantly evolving world. We believe that our greatest asset is our people, and we invest heavily in their growth, development, and well-being.

When you join arenaflex, you become part of a team that is passionate about entertainment, dedicated to customer excellence, and committed to pushing the boundaries of what's possible. You'll work alongside talented professionals who share your commitment to creating extraordinary experiences for millions of viewers worldwide.

Compensation and Benefits

We offer a competitive compensation package that reflects the importance of this role and the value you will bring to our team. The hiring range for this position is $103,500.00 to $138,800.00 per year, with the base pay actually offered taking into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience. In addition to base compensation, we offer a bonus and/or long-term incentive units as part of the compensation package, along with the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Location and Work Environment

This position requires on-site presence in our hub locations. We have offices in prime locations that offer vibrant work environments and access to talented teams. While we value the flexibility of remote work, this particular role benefits from in-person collaboration and direct engagement with our teams.

Our offices are designed to foster collaboration, creativity, and community. We provide modern amenities, comfortable workspaces, and opportunities for cross-functional engagement with teams across the organization.

Equal Opportunity Employer

arenaflex and its Affiliated Companies are Equal Employment Opportunity employers, and we welcome all job seekers, including individuals with disabilities and veterans with disabilities. We believe that diverse perspectives and experiences make us stronger as an organization. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, please reach out to our accommodations team. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Apply Today

If you are passionate about customer experience, thrive in dynamic environments, and want to be part of a team that is transforming the way the world consumes entertainment, we want to hear from you. Join arenaflex and help us create unforgettable experiences for viewers around the globe. Apply now to take the next step in your career with a company that values innovation, excellence, and the power of storytelling.