Senior Manager – Social Media Customer Support Strategy & Operations for Direct-to-Consumer Entertainment Platforms

About arenaflex and the Viewer Experience (VX) Team

arenaflex is a global leader in entertainment, technology, and storytelling, delivering unforgettable experiences to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the company’s direct‑to‑consumer (DTC) ecosystem, ensuring that every interaction—whether on a streaming platform, a mobile app, or a social channel—feels personal, seamless, and memorable. As the world of streaming and social media continues to evolve, arenaflex is looking for a visionary leader to shape the future of social media customer support across all of our DTC brands.

Why This Role Matters

In today’s hyper‑connected landscape, social media is the front line of customer service, brand advocacy, and community building. The Senior Manager, Social Media Customer Support will architect a unified strategy that turns every tweet, comment, and direct message into an opportunity to deepen loyalty, resolve issues quickly, and showcase arenaflex’s commitment to excellence. This role sits at the intersection of technology, community management, and brand storytelling, offering a unique platform to influence both the customer journey and the internal culture of support teams.

Key Responsibilities

• Strategic Leadership: Design, develop, and operationalize a comprehensive social support roadmap that aligns with arenaflex’s DTC vision, setting clear team objectives, KPIs, and success metrics across all brand verticals.
• Team Development: Lead a multi‑layered team of managers and individual contributors, fostering a high‑performance culture, coaching emerging leaders, and championing professional growth.
• Process Optimization: Identify gaps in current support workflows, implement scalable processes, and continuously refine the viewer experience based on data‑driven insights.
• Cross‑Functional Collaboration: Partner with senior leaders in Product, Marketing, Legal, PR, and Engineering to ensure social support initiatives are integrated into broader go‑to‑market and product launch plans.
• Content & Tone Governance: Oversee the creation and approval of social content, guaranteeing that each brand voice is consistent, on‑brand, and resonates with diverse global audiences.
• Incident Management: Serve as the primary escalation point during high‑impact events, coordinating executive briefings, legal guidance, and real‑time social response.
• Analytics & Reporting: Build robust reporting frameworks that translate social interactions into actionable business intelligence, informing product improvements and strategic decisions.
• Community Advocacy: Cultivate vibrant online communities, turning passive viewers into active brand ambassadors who champion arenaflex’s entertainment ecosystem.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum of 2 years of experience managing a team, with a proven ability to develop leaders and inspire high‑performing contributors.
• 5 + years of hands‑on experience in social media management, community moderation, or digital customer support, demonstrating measurable business impact.
• Proficiency with leading social media management platforms such as Sprinklr, Hootsuite, Sprout Social, Salesforce Service Cloud, and analytics tools like Qualtrics or ListenFirst.
• Deep familiarity with major social channels (Twitter, Facebook, Instagram, TikTok, and emerging platforms) and a track record of translating platform‑specific insights into strategic actions.
• Demonstrated ability to design and launch innovative online social programs that drive engagement, reduce churn, and improve satisfaction scores.
• Exceptional multitasking skills with a high tolerance for rapid context switching while maintaining focus on strategic priorities.

Preferred Qualifications & Attributes

• Outstanding written and verbal communication skills, with the ability to craft clear, brand‑aligned messaging for diverse audiences.
• Experience in the technology or entertainment sectors, particularly with direct‑to‑consumer streaming services.
• Strong collaborative mindset; comfortable influencing cross‑functional partners without direct authority.
• Accountability‑driven: takes ownership of projects from inception through delivery, ensuring deadlines are met and quality standards exceed expectations.
• Positive, solution‑focused attitude when confronting complex challenges, fostering a resilient and innovative team environment.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate industry trends, and align social support initiatives with corporate objectives.
• Data Literacy: Comfortable interpreting social metrics, sentiment analysis, and operational dashboards to drive continuous improvement.
• People Leadership: Skilled at coaching, mentoring, and building diverse, inclusive teams that thrive in fast‑paced environments.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences that turn support interactions into moments of delight.
• Technical Acumen: Familiarity with API integrations, automation tools, and emerging AI‑driven support solutions.
• Change Management: Proven ability to lead teams through transformation, adopting new processes, tools, and ways of working.

Career Growth & Learning Opportunities

At arenaflex, leadership is a journey, not a destination. In this role you will:

• Gain exposure to senior executives across product, marketing, legal, and finance, positioning you as a strategic partner in the organization.
• Lead high‑visibility initiatives that directly impact millions of viewers worldwide, building a portfolio of achievements that accelerate your career trajectory.
• Access continuous learning resources, including internal academies, industry conferences, and mentorship programs focused on digital customer experience.
• Participate in cross‑regional projects, expanding your global perspective and sharpening your ability to manage culturally diverse teams.

Work Environment & Culture at arenaflex

arenaflex prides itself on a collaborative, inclusive, and forward‑thinking culture. Our teams are empowered to experiment, iterate, and push creative boundaries. You will work in a hybrid environment that balances remote flexibility with vibrant in‑office collaboration spaces designed for brainstorming and rapid prototyping. Diversity of thought is celebrated, and every voice is encouraged to contribute to the storytelling that defines our brand.

Compensation, Perks, & Benefits

While exact figures will be tailored to experience and location, the compensation package includes:

• Competitive base salary with annual performance‑based bonuses.
• Long‑term incentive opportunities, such as equity awards or stock units.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible work schedules.
• Retirement savings plans with company matching contributions.
• Professional development stipend, tuition reimbursement, and access to industry‑leading training platforms.
• Employee wellness programs, including mental‑health resources, fitness class subsidies, and on‑site amenities where applicable.

Commitment to Diversity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives that each employee brings and are dedicated to building a workforce that reflects the diverse audiences we serve. Applicants of all backgrounds, including veterans and individuals with disabilities, are encouraged to apply. If you require accommodation during the application process, please reach out to our accessibility team at [email protected].

How to Apply

If you are ready to lead a dynamic social support organization, shape the future of viewer experiences, and make a lasting impact on a global entertainment brand, we want to hear from you. Click the link below to submit your application and begin the next exciting chapter of your career with arenaflex.

Apply Now – Join arenaflex!

Join the Storytelling Revolution

At arenaflex, every interaction is an opportunity to tell a story, solve a problem, and create a moment that resonates. As Senior Manager of Social Media Customer Support, you will be at the forefront of that narrative, turning challenges into triumphs for both our customers and our team. Bring your passion, expertise, and vision—let’s craft unforgettable experiences together.