Senior Social Media Customer Support Manager – Remote Part‑Time – Viewer Experience (VX) – arenaflex
About arenaflex – A Global Leader in Entertainment and Media
arenaflex is a world‑renowned entertainment powerhouse that creates unforgettable stories, iconic characters, and immersive experiences for audiences worldwide. With a legacy of innovation spanning film, television, streaming, and interactive media, arenaflex continues to set the standard for creativity, technology, and customer delight. As the industry evolves, arenaflex is expanding its digital footprint, delivering premium content across a portfolio of streaming services, gaming platforms, and social channels. Join a company where imagination meets technology, and where every employee contributes to the magic that millions of fans cherish every day.
Position Overview
arenaflex’s Viewer Experience (VX) team is seeking an experienced, visionary leader to serve as the Senior Social Media Customer Support Manager. This remote, part‑time role will drive the strategy, execution, and continuous improvement of social‑based customer support across all arenaflex brands and streaming platforms. The ideal candidate is a passionate advocate for the viewer journey, with a proven track record of building high‑performing teams, designing innovative social support frameworks, and delivering exceptional service on platforms such as Twitter, Facebook, Instagram, and emerging community apps.
Key Responsibilities
- Strategic Leadership: Define and operationalize a comprehensive social support strategy, establishing clear vision, KPIs, and roadmaps that align with arenaflex’s brand values and business objectives.
- Team Development: Recruit, mentor, and lead a distributed team of social support specialists, fostering a culture of empowerment, continuous learning, and collaborative problem‑solving.
- Cross‑Functional Collaboration: Partner with product, engineering, marketing, PR, and legal teams to ensure consistent tone, voice, and messaging across all social interactions.
- Process Optimization: Identify gaps in existing support workflows, implement data‑driven improvements, and champion best practices that enhance efficiency and customer satisfaction.
- Content & Community Management: Oversee the creation, approval, and deployment of social content, ensuring it meets brand standards while addressing real‑time viewer inquiries.
- Crisis Management: Serve as the primary point of contact during high‑impact incidents, coordinating rapid response efforts with leadership, PR, and legal to protect brand reputation.
- Analytics & Reporting: Develop dashboards and regular reports that track sentiment, response times, resolution rates, and other critical metrics, translating insights into actionable recommendations.
- Technology Integration: Leverage platforms such as Sprinklr, Hootsuite, Qualtrics, and Salesforce Service Cloud to streamline ticketing, automation, and knowledge‑base management.
- Customer Advocacy: Act as the voice of the viewer within arenaflex, championing initiatives that improve the overall digital entertainment experience.
Essential Qualifications
- Bachelor’s degree in Business, Communications, Marketing, or a related field; or equivalent professional experience.
- Minimum 2 years of experience leading a team, with a demonstrated ability to inspire, coach, and develop talent.
- At least 4 years of hands‑on experience in online entertainment or digital media, preferably within a direct‑to‑consumer (DTC) environment.
- Proficiency with social media management and listening tools (e.g., Sprinklr, Hootsuite, ListenFirst) and CRM platforms such as Salesforce Service Cloud.
- Track record of designing and launching innovative social support initiatives that drive measurable improvements in customer experience.
- Deep understanding of major social platforms—Twitter, Facebook, Instagram, and emerging community apps—and how to tailor support strategies for each.
- Strong analytical mindset with the ability to interpret data, identify trends, and make data‑driven decisions.
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
Preferred Qualifications
- Experience in the entertainment, gaming, or streaming industry, especially with brands similar to arenaflex’s portfolio.
- Advanced certifications in social media management, customer experience, or project management (e.g., PMP, CSPO).
- Familiarity with agile methodologies and the ability to lead cross‑functional sprints.
- Demonstrated success in handling high‑visibility crises and maintaining brand integrity under pressure.
- Passion for storytelling and a genuine enthusiasm for the power of media to connect people.
Core Skills & Competencies
- Leadership & Influence: Ability to motivate remote teams, drive consensus, and influence stakeholders at all organizational levels.
- Customer‑Centric Mindset: A relentless focus on the viewer’s perspective, translating insights into service enhancements.
- Strategic Thinking: Visionary planning that balances short‑term operational needs with long‑term brand growth.
- Technical Acumen: Comfort with SaaS tools, data analytics platforms, and automation workflows.
- Communication Excellence: Clear, concise, and empathetic communication across written, verbal, and visual mediums.
- Problem‑Solving: Proactive identification of issues and swift implementation of effective solutions.
- Adaptability: Ability to thrive in a fast‑changing environment, embracing new platforms, trends, and technologies.
Career Growth & Development at arenaflex
arenaflex invests heavily in employee growth. As a Senior Social Media Customer Support Manager, you will have access to:
- Mentorship programs with senior leaders in the entertainment and technology sectors.
- Continuous learning opportunities, including certifications, workshops, and conferences focused on digital media, customer experience, and leadership.
- Clear promotion pathways to Director‑level roles, Global Operations, or Product Management, depending on your career aspirations.
- Cross‑functional project exposure, allowing you to broaden your expertise beyond social support into product development, brand strategy, and data analytics.
Compensation, Perks & Benefits
arenaflex offers a competitive hourly rate of $25‑$35 per hour, reflective of experience and expertise. Additional benefits include:
- Flexible remote work schedule—perfect for balancing personal commitments.
- Comprehensive health, dental, and vision coverage.
- Retirement savings plan with company matching contributions.
- Paid time off, holidays, and wellness days.
- Employee discounts on arenaflex streaming services, merchandise, and theme‑park experiences.
- Access to an employee assistance program (EAP) and mental‑health resources.
- Opportunities to participate in internal innovation challenges and hackathons.
Work Environment & Culture
At arenaflex, culture is built on creativity, inclusion, and collaboration. Our remote teams enjoy:
- A vibrant, inclusive community where diverse perspectives are celebrated.
- Regular virtual town halls, team‑building events, and social gatherings to keep connections strong.
- State‑of‑the‑art collaboration tools that enable seamless communication across time zones.
- A commitment to sustainability and social responsibility, with initiatives that give back to communities worldwide.
Industry Insights – U.S. Job Market Trends
The U.S. employment landscape continues to evolve, driven by several macro trends that directly impact roles like this one:
- Remote & Hybrid Work Models: The shift toward flexible work arrangements has become a permanent fixture, offering greater work‑life balance and access to global talent.
- Technology & Digital Skills: Demand for expertise in social media platforms, data analytics, and cloud‑based CRM systems remains high across industries.
- Entertainment & Streaming Growth: As streaming services expand, the need for sophisticated customer support and community management grows exponentially.
- Cybersecurity & Data Privacy: Protecting viewer data and ensuring secure communication channels are top priorities for digital media companies.
- Diversity, Equity & Inclusion (DEI): Companies are investing in inclusive cultures, creating roles focused on equitable customer experiences.
- Gig Economy & Flexible Staffing: Part‑time and contract positions provide agility for both employers and professionals seeking varied work experiences.
Why Join arenaflex?
If you are a strategic thinker with a passion for social media, a knack for leading remote teams, and a desire to shape the future of digital entertainment, arenaflex offers the platform to make a lasting impact. You will work alongside industry innovators, influence the viewer journey for millions, and grow your career in a supportive, forward‑thinking environment.
Ready to Bring Your Expertise to arenaflex?
Take the next step in your career and become part of a legendary brand that continues to inspire generations. Click the link below to submit your application, and let’s create unforgettable experiences together.
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