Customer Support Manager, Social Media - Streaming Platform Customer Experience

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About arenaflex

Welcome to arenaflex, where innovation meets entertainment at the intersection of technology and storytelling. As a leader in the streaming industry, arenaflex operates premium platforms that deliver world-class content to millions of viewers globally. Our portfolio includes cutting-edge streaming services that have revolutionized how audiences engage with their favorite shows, movies, and live programming. We take pride in fostering a culture of creativity, collaboration, and relentless pursuit of excellence in customer experience.

At arenaflex, we believe that every interaction with our viewers is an opportunity to create a memorable connection. Our Viewer Experience team plays a critical role in ensuring that every customer feels valued, heard, and satisfied. We are seeking a passionate and experienced Customer Support Manager, Social Media to join our dynamic team and help us elevate the customer experience across all social media channels.

Position Overview

We are looking for a strategic and results-driven Customer Support Manager, Social Media to oversee operations across our social media support channels, including Twitter, Facebook, and AppFollow. This role is pivotal in maintaining our brand reputation and ensuring that our viewers receive exceptional support through every digital touchpoint. You will be responsible for leading a team of talented Social Media Moderators, Specialists, and external partners, driving performance excellence, and implementing innovative solutions to enhance the overall customer journey.

This position requires an individual who thrives in a fast-paced, ever-evolving environment and is passionate about leveraging social media to create meaningful connections with our viewers. The ideal candidate will possess deep knowledge of social media engagement, moderation strategies, and performance analysis, with a genuine enthusiasm for shaping the future of customer support in the streaming industry.

What You'll Do

As a Customer Support Manager, Social Media at arenaflex, you will be at the forefront of our customer experience strategy. Your responsibilities will include:

• Team Leadership: Lead and motivate a dedicated team of Social Media Moderators, Specialists, and external partners to achieve excellence in customer interactions. Foster a collaborative and high-performance culture that encourages continuous learning and professional growth.


• Performance Management: Conduct regular one-on-one sessions with direct reports to track progress, provide constructive feedback, and support individual professional development goals. Implement performance improvement initiatives when necessary.


• Quality Assurance: Manage social quality assurance programs to measure, evaluate, and improve the performance of both internal and external teams. Develop and implement quality standards that align with arenaflex's brand voice and customer service philosophy.


• Metric Management: Enforce key performance metrics, including service levels, agent productivity, operational efficiency, and response times across all streaming platforms. Use data-driven insights to identify trends and implement corrective actions.


• Schedule Management: Oversee team schedules, shift bids, and coverage to ensure seamless support during peak hours, special events, and unexpected situations. Coordinate with BPO partners to maintain adequate staffing levels.


• Technology Partnership: Build and manage relationships with third-party technology partners to ensure platform updates and improvements are synchronized with social support needs. Stay current with emerging tools and technologies in the social media management space.


• Crisis Management: Provide guidance and support to moderators and agents during difficult customer interactions and high-pressure scenarios, including service outages, live events, and crisis situations. Ensure timely and appropriate responses that align with brand guidelines.


• Brand Consistency: Ensure that our streaming platforms' tone and voice are consistently reflected in all social media interactions, particularly during critical moments. Train and coach team members on brand voice guidelines and crisis communication protocols.


• Proactive Communication: Support proactive posting strategies during outages, live events, and other company initiatives to ensure clear, transparent, and timely communication with viewers. Collaborate with cross-functional teams to maintain messaging consistency.


• Data-Driven Decision Making: Utilize performance data to drive strategic decisions and continuously enhance the customer experience through social channels. Prepare regular reports for senior leadership highlighting achievements, challenges, and opportunities for improvement.


• Additional Duties: Perform other duties as assigned to meet the evolving needs of the team and business, demonstrating flexibility and adaptability in a dynamic work environment.

What You'll Need

To be successful in this role, you will need to bring a unique blend of skills, experience, and personal attributes:

• Educational Background: Bachelor's degree or equivalent professional experience in a related field. Additional certifications in customer service, social media management, or communications are a plus.


• Leadership Experience: A minimum of 3 years' experience managing a team, with a proven ability to inspire, mentor, and develop team members. Demonstrated success in building high-performing teams and fostering a positive work culture.


• Industry Expertise: 5+ years of experience in social media customer support or a related field, with a strong understanding of the unique challenges and opportunities in the streaming and entertainment industry.


• Quality Management: Experience in social quality management processes and tools to assess and improve service quality. Familiarity with quality assurance methodologies and best practices.


• Technical Proficiency: Experience using social tooling such as Sprout, Sprinklr, or Social Studio, as well as analytics systems to measure and improve the customer experience. Comfortable learning new software and adapting to technological changes.


• Analytical Skills: Experience in reporting, data analysis, and the use of reporting tools such as Tableau, Adobe Analytics, or similar platforms. Ability to interpret complex data sets and translate findings into actionable strategies.


• Flexibility and Availability: Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends. Willingness to work non-standard hours when necessary to ensure business continuity.


• Process Improvement: Ability to analyze performance data and implement process improvements that drive operational efficiency and enhance customer satisfaction.

Nice-to-Haves

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

• Proven experience managing remote teams and/or international teams across different 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 shifting priorities


• Strong customer empathy and a genuine passion for delivering exceptional experiences via social media


• A proactive problem solver with a strategic mindset and a solution-oriented approach


• Content creation experience, including crafting social media posts and responding to customer inquiries


• Bilingual or multilingual capabilities to support our diverse global audience

Career Growth and Development

At arenaflex, we are committed to investing in the professional development of our employees. As a Customer Support Manager, Social Media, you will have access to numerous growth opportunities, including:

• Comprehensive training programs designed to enhance your leadership skills and industry knowledge


• Mentorship from senior leaders within the Viewer Experience organization


• Exposure to cross-functional projects and initiatives that broaden your experience


• Performance-based advancement opportunities within the customer support organization


• Access to internal mobility programs that allow you to explore different roles across the organization


• Continuous learning through workshops, webinars, and industry conferences

Work Environment and Culture

arenaflex fosters a dynamic and inclusive work environment where innovation is celebrated, and every voice matters. Our Viewer Experience team is known for its collaborative spirit, resilience, and commitment to excellence. We believe in maintaining a healthy work-life balance and offer flexible working arrangements to support your well-being.

Our headquarters are located in Santa Monica, CA, with additional locations in San Antonio, TX, and New York, NY. We encourage candidates from these areas to apply, though we also value the diverse perspectives that remote and hybrid arrangements can bring to our team.

Compensation and Benefits

We offer a competitive compensation package that reflects your skills, experience, and contributions. The hiring range for this position in California is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.

In addition to competitive base pay, arenaflex offers a comprehensive benefits package that includes:

• Annual bonus and long-term incentive units


• Full range of medical, dental, and vision insurance


• 401(k) retirement plan with company matching


• Paid time off, including vacation, sick leave, and personal days


• Parental leave and family planning support


• Employee assistance program and mental health resources


• Discounts on streaming subscriptions and entertainment offerings


• Professional development reimbursement

Join Our Team

If you are passionate about delivering exceptional customer experiences through social media and are ready to take the next step in your career, we invite you to apply for this exciting opportunity at arenaflex. We are looking for individuals who embody our core values: innovation, collaboration, integrity, and a relentless focus on the customer.

At arenaflex, we welcome all job seekers, including individuals with disabilities and veterans with disabilities. We are committed to providing reasonable accommodations to qualified individuals with disabilities. If you require accommodations during the application process, please reach out to our HR team.

arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and remain relevant in a rapidly changing world.

Apply today and become part of a team that is shaping the future of streaming entertainment!