Customer Support Manager – Social Media Operations & Viewer Experience for arenaflex Direct-to-Consumer Platforms

About arenaflex

arenaflex is a world‑leading entertainment and technology company that creates unforgettable stories and experiences for millions of viewers every day. With a portfolio that spans award‑winning movies, beloved television series, and cutting‑edge streaming services, arenaflex has built a reputation for innovation, creativity, and a relentless focus on the viewer journey. As the industry continues to evolve toward direct‑to‑consumer (DTC) platforms, arenaflex is at the forefront of delivering seamless, personalized experiences across every screen and device. Our commitment to excellence extends beyond the content we produce—it includes the way we engage, support, and delight our audiences on the platforms they love.

Role Overview

We are seeking a dynamic, data‑driven Customer Support Manager – Social Media Operations & Viewer Experience to lead the social media support function for arenaflex’s DTC platforms. In this role, you will own the strategy, execution, and continuous improvement of all social‑media‑based support channels, ensuring that every viewer interaction reflects arenaflex’s high standards of service, empathy, and brand integrity. You will partner closely with cross‑functional teams—including Product, Content, Analytics, and Marketing—to translate viewer insights into actionable improvements that drive satisfaction, loyalty, and growth.

Key Responsibilities

• Strategic Leadership: Define and implement a comprehensive social‑media support strategy that aligns with arenaflex’s overall viewer experience goals and DTC growth objectives.
• Team Management: Recruit, mentor, and develop a high‑performing team of social media support specialists, fostering a culture of continuous learning, collaboration, and accountability.
• Channel Oversight: Oversee day‑to‑day operations across all social platforms (e.g., Twitter, Facebook, Instagram, TikTok, and emerging channels), ensuring timely, accurate, and brand‑consistent responses to viewer inquiries, complaints, and feedback.
• Performance Analytics: Build and maintain robust reporting frameworks that track key performance indicators (KPIs) such as response time, resolution rate, sentiment analysis, and net promoter score (NPS). Use data insights to drive process enhancements and strategic decisions.
• Content Collaboration: Work with the Content and Marketing teams to develop proactive communication plans, FAQs, and self‑service resources that anticipate viewer needs and reduce support volume.
• Crisis Management: Lead the social media response during high‑impact incidents (e.g., service outages, content controversies, or security breaches), coordinating with internal stakeholders to ensure transparent, timely, and empathetic communication.
• Policy & Compliance: Ensure all social media interactions comply with arenaflex’s brand guidelines, legal requirements, and industry best practices, including data privacy and accessibility standards.
• Technology Integration: Evaluate, recommend, and implement advanced social listening, ticketing, and automation tools that enhance efficiency and enable predictive support capabilities.
• Stakeholder Communication: Provide regular updates to senior leadership on support trends, emerging viewer concerns, and opportunities for product or content improvements.
• Continuous Improvement: Champion a culture of experimentation, using A/B testing, pilot programs, and feedback loops to refine support processes and elevate the overall viewer experience.

Essential Qualifications

• 5+ years of progressive experience in customer support, community management, or social media operations, with at least 2 years in a leadership or managerial capacity.
• Proven track record of managing support teams for high‑traffic, consumer‑facing digital platforms, preferably within the entertainment, media, or streaming industry.
• Strong analytical mindset with hands‑on experience building dashboards, interpreting sentiment data, and translating metrics into actionable strategies.
• Exceptional written communication skills, with the ability to craft clear, empathetic, and brand‑aligned responses across diverse social media channels.
• Deep understanding of social media ecosystems, platform policies, and emerging trends that impact viewer expectations and support dynamics.
• Demonstrated ability to lead cross‑functional projects, influence without authority, and drive consensus among product, content, and marketing stakeholders.
• Experience with social media management tools (e.g., Sprout Social, Hootsuite, Khoros) and ticketing systems (e.g., Zendesk, Freshdesk) is required.
• Strong problem‑solving skills, with a proactive approach to identifying root causes and implementing sustainable solutions.
• Bachelor’s degree in Business, Communications, Marketing, or a related field; advanced degree or certifications in customer experience or analytics is a plus.

Preferred Qualifications

• Experience working within a global, multi‑brand entertainment organization, especially on DTC streaming services.
• Familiarity with data visualization tools such as Tableau, Power BI, or Looker.
• Knowledge of AI‑driven chatbots, sentiment analysis engines, and automation workflows that enhance social support efficiency.
• Multilingual capabilities or experience supporting international audiences across different time zones.
• Track record of implementing successful community engagement programs that increase brand loyalty and reduce support volume.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent while fostering an inclusive, high‑performance culture.
• Data‑Driven Decision Making: Proficiency in extracting insights from large data sets and using those insights to shape strategy.
• Customer‑Centric Mindset: Deep empathy for the viewer journey and a relentless focus on delivering delightful experiences.
• Strategic Communication: Skilled at crafting messages that balance brand voice with transparency, especially during crises.
• Technology Savvy: Comfort with adopting new tools, platforms, and automation solutions to stay ahead of industry standards.
• Collaboration: Strong partnership skills to work effectively with product, content, legal, and marketing teams.
• Adaptability: Ability to thrive in a fast‑paced, ever‑changing environment where priorities shift quickly.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Manager, you will have access to:

• Leadership development programs and mentorship from senior executives in the Viewer Experience division.
• Cross‑functional rotation opportunities that allow you to deepen expertise in product, content strategy, or analytics.
• Annual conference attendance (e.g., Customer Experience Summit, Social Media Week) and internal workshops on emerging technologies.
• Tuition reimbursement for relevant certifications or graduate coursework.
• A clear promotion pathway toward senior director or VP roles within the broader Customer Experience organization.

Work Environment & Culture at arenaflex

Our culture is built on creativity, curiosity, and collaboration. At arenaflex you will experience:

• Hybrid Flexibility: A blend of remote work and vibrant office spaces designed for collaboration and inspiration.
• Inclusive Community: Employee resource groups, diversity initiatives, and a commitment to equitable opportunities for all.
• Innovation Hub: Access to cutting‑edge tools, data labs, and a sandbox environment where you can experiment with new support models.
• Wellness Programs: Comprehensive health plans, mental‑health resources, fitness subsidies, and generous paid time off.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, bonuses, and public shout‑outs.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior support leadership roles.
• Performance‑based annual bonus tied to team KPIs and viewer satisfaction metrics.
• Equity participation through stock options or restricted stock units, allowing you to share in the company’s long‑term success.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous parental leave, adoption assistance, and flexible work‑schedule policies.
• Professional development budget, conference travel allowances, and access to an internal learning portal.

How to Apply

If you are passionate about shaping the future of viewer support, thrive in a fast‑moving digital environment, and want to lead a team that makes a real impact on millions of fans worldwide, we want to hear from you. Please submit your resume and a cover letter detailing your relevant experience and vision for social media support at arenaflex.

Apply Now

Join arenaflex and Elevate the Viewer Experience

At arenaflex, every interaction is an opportunity to deepen the connection between our stories and our audiences. As the Customer Support Manager – Social Media Operations, you will be at the heart of that connection, turning challenges into moments of delight and ensuring that our viewers feel heard, valued, and inspired. Take the next step in your career and help us set the gold standard for social media support in the entertainment industry.