Experienced Social Care Manager – Customer Support for arenaflex's Direct-to-Consumer Experience
At arenaflex, we're revolutionizing the way people engage with our premium streaming services, including Hulu and Disney+. As a leader in the direct-to-consumer (DTC) space, we're committed to delivering exceptional experiences to our viewers through innovative technology, captivating content, and unparalleled customer support. We're seeking a highly skilled and passionate Social Care Manager to join our Viewer Experience team, where you'll play a critical role in shaping the future of arenaflex's DTC experience.
About arenaflex
arenaflex is a global leader in the entertainment industry, with a rich legacy of creating unforgettable experiences for audiences around the world. Our DTC team is dedicated to providing a seamless and engaging experience for our viewers, and we're looking for talented individuals who share our passion for innovation, creativity, and customer satisfaction.
Job Summary
We're seeking an experienced Social Care Manager to lead our social media support channels, including Twitter, Facebook, and AppFollow, for our DTC platforms, Hulu and Disney+. As a key member of our Viewer Experience team, you'll be responsible for overseeing the performance of our social media moderators, specialists, and outsourced agents, ensuring high-level performance and quality management. You'll analyze performance data, collaborate with cross-functional teams, and identify opportunities for operational improvements to drive business growth and customer satisfaction.
Key Responsibilities
* Lead 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 progress, 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 Disney+
- Build and manage relationships with third-party technology partners 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 Disney+'s tone and voice are consistently reflected in all 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 inspire and develop team members
- 5+ years' experience in social media customer support or a related field
- Experience in social quality management processes and tools to assess and improve service quality
- Experience using social tooling (e.g., Sprout, Sprinklr, 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, Adobe 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
Nice-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 Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable
- Ability to thrive in a fast-paced, ever-evolving environment
- Strong customer empathy and a passion for delivering exceptional experiences via social media
- A proactive problem solver with a strategic mindset
- Content creation experience
- Bilingual or multilingual
What We Offer
* Competitive salary range: $103,500.00 to $138,800.00 per year (base pay may vary depending on location, job-related 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 global leader in the entertainment industry
- Collaborative and dynamic work environment
- Professional growth and development opportunities
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a team that's shaping the future of entertainment, apply now! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply to this job Apply for this job