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Join arenaflex: Shape the Future of Streaming Customer Experience
Welcome to arenaflex, where innovation meets entertainment, and every viewer interaction tells a story. As a global leader in premium streaming services, arenaflex delivers an incomparable collection of content that captivates audiences worldwide—from groundbreaking originals to beloved franchises that have become cultural touchstones. Our direct-to-consumer (DTC) division represents the pinnacle of modern entertainment delivery, offering viewers seamless access to their favorite content anytime, anywhere.
We're searching for a dynamic and experienced Social Care Manager to lead our Viewer Experience team across social media support channels. This is your opportunity to join a forward-thinking organization that embraces unconventional thinking, values passionate contributors, and is committed to delivering extraordinary experiences to millions of viewers.
About the Role
As the Social Care Manager at arenaflex, you will serve as the strategic leader overseeing operations across our social media support channels, including Twitter, Facebook, and AppFollow platforms for our DTC streaming services. You will be the guardian of our brand voice, ensuring consistent, authentic, and compassionate interactions with our viewers across every touchpoint.
This role is perfect for a seasoned professional who thrives in fast-paced environments, possesses deep expertise in social media engagement and moderation strategies, and has a genuine passion for the viewer journey in the social media space. You'll leverage your strong analytical skills to drive performance improvements while leading a high-performing team of Social Media Moderators, Specialists, and external partners.
What You'll Do
As a key leader within our Viewer Experience organization, you will:
- Lead and inspire a diverse team of Social Media Moderators, Specialists, and external agency partners, fostering a culture of excellence, accountability, and continuous growth
- Conduct meaningful one-on-one sessions with direct reports to track progress, provide constructive feedback, and support professional development opportunities
- Design and manage social quality assurance programs that measure, evaluate, and continuously improve the performance of both internal teams and external partners
- Enforce key performance metrics including service levels, agent productivity, operational efficiency, and response times across all streaming platforms
- Orchestrate team scheduling, manage shift bids, and ensure optimal coverage to meet evolving business demands
- Build and nurture strategic relationships with third-party technology partners to ensure platform updates and improvements align seamlessly with social support requirements
- Provide expert guidance to moderators and agents during challenging customer interactions and high-pressure scenarios such as service outages, live events, and crisis situations
- Ensure brand consistency by maintaining our distinctive tone and voice across all social media interactions, particularly during critical crisis moments
- Support proactive communication strategies during outages, live television events, and major company initiatives to ensure clear, timely viewer communication
- Harness the power of data to drive strategic decisions and continuously enhance the customer experience through social channels
- Adapt flexibly to other duties as assigned to meet the evolving needs of the team and business
What You'll Need
To succeed in this role, you'll bring:
- A bachelor's degree or equivalent professional experience in a related field
- A minimum of 3 years of team management experience with a proven ability to inspire, develop, and lead team members toward shared goals
- 5+ years of hands-on experience in social media customer support or a closely related field
- Comprehensive experience in social quality management processes and tools to assess, measure, and improve service quality
- Proficiency in social media tooling (such as Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience
- Strong expertise in reporting, data analysis, and utilizing reporting tools such as Tableau, Adobe Analytics, or similar platforms
- Flexibility to support business needs during live TV events, service outages, and crisis scenarios, which may include evenings and weekends
- The ability to analyze performance data and implement meaningful process improvements based on insights
- Exceptional communication skills with the ability to collaborate effectively with cross-functional teams and BPO partners
- A customer-centric mindset with genuine empathy for viewer concerns and challenges
Nice-to-Have Qualifications
While not required, the following experiences and skills would make you an exceptional fit:
- Proven experience managing remote teams and/or international teams across multiple time zones
- 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 with changing priorities
- Strong customer empathy and a genuine passion for delivering exceptional experiences via social media
- A proactive problem solver with a strategic mindset who anticipates challenges before they arise
- Content creation experience that demonstrates creativity and brand alignment
- Bilingual or multilingual capabilities to serve our diverse global audience
Career Growth & Learning Opportunities
At arenaflex, we believe in investing in our people. As a Social Care Manager, you'll have access to:
- Leadership development programs designed to hone your management skills and prepare you for future leadership roles
- Cross-functional exposure working alongside teams in content, engineering, product, and marketing
- Cutting-edge training on the latest social media tools, analytics platforms, and customer experience methodologies
- Career advancement pathways within our growing Viewer Experience organization and broader DTC division
- Industry-leading conferences and events to stay current with social media trends and best practices
Work Environment & Culture
arenaflex is more than a workplace—it's a community of innovators, dreamers, and doers. Our Viewer Experience team embodies our core values of creativity, collaboration, and customer obsession. We celebrate diverse perspectives and believe that the best ideas can come from anywhere.
You'll join a team that:
- Embraces unconventional thinking and challenges the status quo
- Collaborates across departments to deliver seamless viewer experiences
- Maintains brand excellence in every interaction
- Supports each other during high-pressure moments and celebrates collective successes
- Values work-life balance while being committed to excellence
This position offers flexibility with on-site opportunities available in Santa Monica, CA, San Antonio, TX, and/or New York, NY. We provide the resources and support you need to excel, whether you're collaborating in-office or leveraging our hybrid work arrangements.
Compensation & Benefits
arenaflex is committed to attracting and retaining top talent. We offer a competitive compensation package that includes:
- Base salary ranging from $103,500.00 to $138,800.00 per year (for California locations), with internal equity consideration and geographic adjustments
- Annual bonus and/or long-term incentive units based on individual and company performance
- Comprehensive health benefits including medical, dental, and vision coverage
- 401(k) retirement plan with company matching
- Paid time off including vacation, personal days, and holidays
- Professional development funds for training and career growth
- Employee entertainment perks including access to our streaming platforms
- Wellness programs and employee assistance resources
Join Our Team
Are you ready to make your mark on the future of streaming customer experience? Do you have the passion, expertise, and leadership skills to elevate our social media support to new heights?
At arenaflex, we don't just stream content—we deliver magic. We invite you to bring your talents, energy, and unique perspective to our Viewer Experience team. Together, we'll continue to redefine what's possible in entertainment and customer engagement.
If you're a hardworking team-player who thrives upon legacy, embraces unconventional thinking, and is passionate about contributing to our direct-to-consumer experience through strategic hard work and determination, we want to hear from you.
Apply today and become part of something extraordinary at arenaflex.
arenaflex is an Equal Employment Opportunity employer. We welcome all job seekers including individuals with disabilities and veterans with disabilities. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world.