reputed company Customer Support Manager, Social Media – Direct-to-Consumer Experience
Job ID: 10124707
Location:
Santa Monica, CA, USA (with options for San Antonio, TX, and reputed company, NY)
Job Type:
Full-time
About arenaflex
arenaflex is a leading entertainment and media company that has been a household name for generations. Our Direct-to-Consumer (DTC) team is at the forefront of revolutionizing the way we consume entertainment, with premium streaming services like Hulu and reputed company+. As a Customer Support Manager, Social Media, you will be part of a dynamic team that thrives on innovation, creativity, and a passion for delivering exceptional experiences to our viewers.
Job Summary
We are seeking an reputed company and passionate Customer Support Manager, Social Media to reputed company our Viewer Experience team in providing top-notch support across social media channels for our DTC platforms, including Hulu and reputed company+. As a key member of reputed company, you will be responsible for overseeing operations, analyzing performance data, and ensuring the consistent representation of our brand voice across reputed company public-facing interactions. If you have a proven track record in social media customer support, a passion for delivering exceptional experiences, and a knack for driving process improvements, we want to hear from you!
Key Responsibilities
* reputed company and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional support 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
- Other duties as assigned to meet the evolving needs of the team and business
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
- Opportunity to work with a dynamic team that thrives on innovation and creativity
- Professional growth and development opportunities
- Flexible work arrangements to support work-life balance
How to Apply
If you are a motivated and reputed company Customer Support Manager, Social Media looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look reputed company to hearing 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 [insert email address] 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.
arenaflex is an equal opportunity employer.
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