At arenaflex, we're revolutionizing the way we connect with our customers through innovative Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a highly experienced Customer Support Manager, Social Media, you'll play a pivotal role in shaping the viewer journey across our social media support channels. If you're passionate about social media engagement, moderation strategies, and performance analysis, we want to hear from you.
**About Arenaflex**
Arenaflex is a leading innovator in the entertainment industry, dedicated to delivering exceptional customer experiences through cutting-edge technology and innovative storytelling. Our DTC platforms, including Hulu and Disney+, offer a vast array of content that resonates with audiences worldwide. As a key member of our team, you'll have the opportunity to work with talented individuals who share your passion for customer-centricity and social media excellence.
**Key Responsibilities**
As a Customer Support Manager, Social Media, you'll lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. Your key responsibilities will include:
* Leading and motivating a team of social media professionals to deliver exceptional customer experiences across all public-facing interactions
* 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 voice and representation
* Enforcing key performance metrics to drive business results and improve customer satisfaction
* Building relationships with third-party technology partners to enhance our social media capabilities and customer engagement
* Analyzing performance data to inform strategic decisions and optimize our social media support channels
* Overseeing our brand presence across social media platforms to ensure consistency and alignment with our brand voice
**Requirements and Qualifications**
To succeed in this role, you'll need:
* A bachelor's degree in Marketing, Communications, or a related field
* At least 5 years of experience in customer support, social media management, or a related field
* Proven track record of leading high-performing teams and driving business results through quality and performance management
* Expertise in social media engagement, moderation strategies, and performance analysis
* Strong analytical and problem-solving skills, with the ability to interpret data and inform strategic decisions
* Excellent communication and interpersonal skills, with the ability to build relationships with internal stakeholders and third-party partners
* Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends
**Preferred Qualifications**
While not required, the following qualifications would be beneficial:
* Experience working with DTC platforms, including Hulu and Disney+
* Knowledge of social media analytics tools and platforms, such as Hootsuite or Sprout Social
* Certification in social media marketing or customer support
* Experience with customer relationship management (CRM) software and social media management tools
**Skills and Competencies**
To excel in this role, you'll need:
* Strong leadership and management skills, with the ability to motivate and inspire a team
* Excellent communication and interpersonal skills, with the ability to build relationships with internal stakeholders and third-party partners
* Analytical and problem-solving skills, with the ability to interpret data and inform strategic decisions
* Flexibility and adaptability, with the ability to support business needs during live TV events, outages, and crisis scenarios
* Strong attention to detail and organizational skills, with the ability to manage multiple priorities and deadlines
**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 access to:
* Ongoing training and development opportunities to enhance your skills and knowledge in social media management and customer support
* Mentorship and coaching from experienced leaders and professionals in the industry
* Opportunities to work on high-profile projects and initiatives that drive business results and improve customer satisfaction
* A dynamic and supportive work environment that encourages collaboration, innovation, and creativity
**Work Environment and Company Culture**
Arenaflex is a fast-paced and dynamic company that values innovation, creativity, and customer-centricity. Our work environment is collaborative and supportive, with a focus on employee growth and development. As a Customer Support Manager, Social Media, you'll have the opportunity to work with talented individuals who share your passion for social media excellence and customer satisfaction.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* A comprehensive health insurance plan
* 401(k) matching program
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools to enhance your productivity and performance
* Opportunities for professional development and career growth
**How to Apply**
If you're a motivated and experienced customer support professional with a passion for social media excellence, 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 explore how you can contribute to our team's success.
**Equal Employment Opportunity**
Arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.