reputed company 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 reputed company+. 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 reputed company Social Care Manager to reputed company our social media support channels, including Twitter, Facebook, and AppFollow, for our DTC platforms, Hulu and reputed company+. 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

* 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+
• 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 reputed company, 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 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