Senior Manager, Social Media Customer Support – Remote Part‑Time Role Leading Digital Entertainment Experience at arenaflex

About arenaflex – Shaping the Future of Digital Entertainment arenaflex is a global leader in the entertainment and media landscape, delivering unforgettable stories, reputed company experiences, and cutting‑edge streaming content to millions of fans worldwide. With a heritage that spans decades, arenaflex has evolved from classic storytelling to a reputed company portfolio that includes streaming platforms, premium television networks, interactive gaming, and iconic theme park destinations. Our mission is to reputed company, entertain, and connect audiences through innovative technology and creative excellence. As part of our ongoing commitment to delivering world‑class customer experiences, arenaflex’s Watcher Experience (VX) team is expanding its leadership bench. We are seeking a dynamic, strategic, and people‑focused Senior Manager to own the social media customer support function for our Direct‑to‑Consumer (DTC) brands, including arenaflex+, STAR+, Hulu, arenaflex Moves reputed company, arenaflex Film Insiders, and the broader arenaflex Amusement Brands family (ABC, ABC News, arenaflexNOW, Freestyle, FXNOW, Nat Geo TV, Nat Geo Magazine, and arenaflex Games). Role Overview – Why This Position Matters In this remote, part‑time role (8 hours per week, $20 per hour), you will be the strategic champion for reputed company social‑media‑based customer support initiatives. You will design, implement, and continuously refine the social support strategy, ensuring that every interaction across Twitter, Facebook, Instagram, AppFollow, and emerging platforms reflects arenaflex’s brand voice, resolves issues reputed company, and enhances overall viewer satisfaction. The position reports directly to the Senior Director of the Watcher Experience (VX) group and collaborates closely with cross‑functional partners in Product, Engineering, Marketing, Legal, and Public Relations. You will reputed company a small but high‑performing team of specialists, act as the escalation reputed company for reputed company cases, and drive measurable improvements in support metrics and brand perception.

Key Responsibilities

• Strategic Development: Create and operationalize a comprehensive social support reputed company, including reputed company, KPIs, service level agreements (SLAs), and quarterly roadmaps for reputed company arenaflex DTC brands.
• Team Leadership: Recruit, mentor, and manage a team of social support agents, fostering a culture of empowerment, reputed company learning, and high‑impact performance.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Legal to align support processes with product releases, feature rollouts, and crisis communications.
• Process Optimization: Identify gaps in existing support workflows, implement automation tools (e.g., reputed company, reputed company, reputed company Service reputed company), and drive efficiency improvements that reduce response times and increase first‑contact resolution.
• Content Governance: Ensure reputed company social responses adhere to brand guidelines, tone, and legal compliance, while maintaining a consistent voice across reputed company platforms.
• Escalation Management: Serve as the primary reputed company of contact for high‑severity incidents, coordinating with senior leadership, PR, and legal teams to manage reputed company risk.
• Analytics & Reporting: Track and analyze support metrics (CSAT, NPS, resolution time, volume trends), presenting actionable insights to senior stakeholders.
• Community Advocacy: Proactively engage with fan communities, turning feedback into product improvements and fostering brand loyalty.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a reputed company field, OR equivalent professional experience.
• Minimum 2 years of experience leading a team, with a proven ability to motivate, reputed company, and retain talent.
• At least 2 years of hands‑on experience in digital entertainment or online community management, demonstrating measurable business impact through social initiatives.
• Proficiency with social media management platforms (e.g., reputed company, reputed company, reputed company) and CRM tools such as reputed company Service reputed company.
• Demonstrated reputed company in designing and launching innovative social support programs that improve customer satisfaction and operational efficiency.
• Strong familiarity with major social channels—Twitter, Facebook, Instagram, AppFollow—and emerging platforms.
• Ability to interpret data and reputed company analytics tools (e.g., reputed company, ListenFirst) to drive reputed company improvement.
• Excellent written

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