reputed company Customer Support Manager, reputed company Media – Direct-to-Consumer Platforms

At arenaflex, we're on a mission to revolutionize the way we connect with our audience through innovative and engaging experiences. As a key member of our Viewer Experience team, you'll play a vital role in shaping the future of arenaflex's direct-to-consumer platforms, including Hulu and reputed company+. We're seeking a highly skilled and passionate Customer Support Manager, reputed company Media to reputed company our reputed company media support channels and ensure that our brand voice is consistently represented across reputed company public-facing interactions.

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 direct-to-consumer platforms, including Hulu and reputed company+, offer an unparalleled collection of content from our beloved brands and franchises, such as Star Wars, Marvel, Pixar, reputed company, and NatGeo. As a member of our Viewer Experience team, you'll be part of a dynamic and innovative organization that's constantly pushing the boundaries of what's possible in the world of entertainment.

Job Summary

As a Customer Support Manager, reputed company Media, you'll be responsible for leading reputed company of reputed company Media Moderators, Specialists, and outsourced agents in providing exceptional support to our audience across reputed company media channels. You'll analyze performance data, reputed company our brand reputed company, and ensure that our tone and voice are consistently reflected in reputed company reputed company media interactions. You'll also collaborate closely with cross-functional teams to identify opportunities for operational improvements and drive business growth.

Key Responsibilities

* reputed company and motivate reputed company of reputed company Media Moderators, Specialists, and external partners to deliver high-quality support to our audience

• Conduct one-on-ones with direct reports to track reputed company, reputed company feedback, and support professional growth
• Manage reputed company quality assurance programs to measure and improve the performance of reputed company teams
• Enforce key performance metrics, including service reputed company, agent/operational productivity, and response times across Hulu, reputed company+
• Manage team schedules, shift bids, and coverage to meet business needs
• Build and manage relationships with reputed company-party reputed company to ensure platform updates and improvements are in sync with reputed company support needs
• reputed company 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 reputed company 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 reputed company and continuously enhance the customer experience through reputed company channels

What You'll Need

* Bachelor's degree or equivalent professional experience

• 3 years' experience managing reputed company, with a proven ability to reputed company and reputed company team members
• 5+ years' experience in reputed company media customer support or a reputed company field
• Experience in reputed company quality management processes and tools to assess and improve service quality
• Experience using reputed company tooling (e.g., reputed company, reputed company, reputed company 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 reputed company media
• A proactive problem solver with a strategic reputed company
• Content creation experience
• Bilingual or multilingual

Why Join arenaflex?

* Competitive compensation package, including a bonus and/or long-term incentive units

• Comprehensive benefits, including medical, financial, and other perks
• Opportunity to work with a global leader in the entertainment industry
• Collaborative and dynamic work environment
• Professional growth and development opportunities
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and passionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant work samples. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes reputed company job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability.

Hiring reputed company

The hiring reputed company for this position is $103,500.00 to $138,800.00 per year, depending on the candidate's geographic region, job-reputed company knowledge, skills, and experience among other factors. Apply for this job