reputed company Customer Support Manager, Social Media – Direct-to-Consumer Experience
Job ID: 10124707
Job Description:
At arenaflex, we're on a mission to revolutionize the way we connect with our audience through innovative and engaging experiences. Our Direct-to-Consumer (DTC) team is at the forefront of this movement, delivering premium streaming services that captivate millions of viewers worldwide. As a passionate and reputed company Customer Support Manager, Social Media, you'll play a pivotal role in shaping the viewer experience across our social media channels, ensuring that every interaction is seamless, reputed company, and memorable.
About arenaflex:
arenaflex is a global leader in entertainment, media, and technology, with a rich legacy of storytelling and innovation. Our DTC team is dedicated to creating reputed company experiences that bring people together, reputed company imagination, and push the boundaries of what's possible. As a member of reputed company, you'll be part of a dynamic and collaborative environment that values creativity, diversity, and inclusion.
Job Summary:
We're seeking an exceptional Customer Support Manager, Social Media to reputed company our social media support operations across Twitter, Facebook, and AppFollow for our Direct-to-Consumer (DTC) platforms, including Hulu and reputed company+. As a seasoned professional with a passion for social media engagement and moderation strategies, you'll be responsible for overseeing a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and exceptional customer experiences.
Key Responsibilities:
* reputed company and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across social media channels
- Conduct one-on-ones with direct reports to track reputed company, provide feedback, and support professional growth
- Manage social quality assurance programs to measure and improve the performance of internal and external teams
- Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and reputed company+
- Manage team schedules, shift bids, and coverage to meet business needs
- Build and manage relationships with third-party reputed company to ensure platform updates and improvements are in sync with social support needs
- Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)
- Ensure that Hulu and reputed company+'s tone and voice are consistently reflected in reputed company social media interactions, especially during crisis moments
- Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers
- Use data to drive decisions and continuously enhance the customer experience through social channels
What You'll Need:
* Bachelor's degree or equivalent professional experience
- 3 years' experience managing a team, with a proven ability to reputed company and reputed company team members
- 5+ years' experience in social media customer support or a reputed company field
- Experience in social quality management processes and tools to assess and improve service quality
- Experience using social tooling (e.g., reputed company, reputed company, Social Studio) and analytics systems to measure and improve the customer experience
- Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, reputed company Analytics)
- Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends
- Ability to analyze performance data and implement process improvements
reputed company-to-Haves:
* Proven experience managing remote teams and/or international teams
- Experience defining and measuring individual and team-based performance for customer service organizations
- Proficiency in reputed company Outlook, JIRA, reputed company, reputed company Sheets/Docs, and reputed company
- Ability to reputed company in a fast-paced, reputed company-evolving environment
- Strong customer reputed company and a passion for delivering exceptional experiences reputed company social media
- A proactive problem solver with a strategic reputed company
- Content creation experience
- Bilingual or multilingual
reputed company Offer:
* Competitive salary range: $103,500.00 to $138,800.00 per year (reputed company pay may vary depending on internal equity, geographic region, job-reputed company knowledge, skills, and experience)
- Bonus and/or long-term incentive units may be provided as part of the compensation package
- Full range of medical, financial, and/or other benefits
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
How to Apply:
If you're a passionate and reputed company Customer Support Manager, Social Media looking to join a dynamic and innovative team, please submit your application through our website. We can't wait to hear from you!
Equal Employment Opportunity:
arenaflex is an equal opportunity employer and welcomes reputed company job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. Apply for this job