Remote Social Media Customer Support & Commercial Planning Supervisor – arenaflex Streaming Services (Full‑Time, California, Remote)
About arenaflex
arenaflex is a global leader in entertainment and media, delivering unforgettable stories, iconic characters, and immersive experiences to millions of fans worldwide. With a portfolio that spans streaming platforms, cinematic releases, theme parks, and consumer products, arenaflex has built a reputation for creativity, innovation, and a relentless focus on audience delight. Our streaming division, arenaflex+, serves millions of subscribers across Europe, Africa, and the Americas, offering a rich library of original series, classic films, and exclusive content.
At arenaflex, we believe that great storytelling starts with great people. Our culture celebrates diversity, encourages curiosity, and empowers every employee to bring their authentic self to work. Whether you’re joining a dynamic product team, a data‑driven analytics group, or a fast‑moving customer support hub, you’ll find a collaborative environment that values continuous learning, bold ideas, and a shared commitment to excellence.
Role Overview
We are seeking a highly motivated, data‑savvy professional to join the arenaflex+ team as a Remote Social Media Customer Support & Commercial Planning Supervisor. This hybrid role blends frontline social media engagement with strategic commercial planning, ensuring that our subscribers receive world‑class support while our business objectives are met with precision and insight.
Based in California and fully remote, you will work eight hours per day, collaborating with cross‑functional teams across the United States, Europe, and Africa. You will be the voice of arenaflex+ on social platforms, handling customer inquiries, troubleshooting issues, and turning feedback into actionable insights. Simultaneously, you will partner with the Commercial Planning team to develop, maintain, and refine annual and quarterly planning models that drive subscriber growth, marketing spend, and revenue performance.
Key Responsibilities
Social Media Customer Support (60% of time)
- Monitor, respond to, and resolve customer inquiries across all arenaflex+ social channels (Twitter, Facebook, Instagram, TikTok, and emerging platforms) with a focus on speed, empathy, and brand consistency.
- Escalate complex technical or billing issues to the appropriate internal teams, ensuring timely resolution and clear communication back to the customer.
- Identify recurring themes, pain points, and emerging trends in customer feedback; compile weekly reports for product, engineering, and marketing stakeholders.
- Collaborate with the Content & Community team to craft proactive communications, FAQs, and self‑service resources that reduce inbound volume.
- Maintain a comprehensive knowledge base of arenaflex+ features, subscription tiers, and promotional offers to provide accurate information.
- Participate in crisis management protocols for service outages or high‑impact incidents, providing real‑time updates and reassurance to the community.
Commercial Planning & Strategy (40% of time)
- Support the development and maintenance of the annual operating plan (AOP) and quarterly forecasting models for arenaflex+ across the EMEA and US markets.
- Work closely with Finance, Marketing, and Business Development to align subscriber growth targets, marketing spend, and revenue forecasts.
- Prepare executive‑level slide decks that summarize key performance indicators (KPIs), variance analyses, and strategic recommendations.
- Conduct ad‑hoc deep‑dive analyses on drivers of performance (e.g., churn, acquisition cost, ARPU) and present findings to senior leadership.
- Facilitate cross‑functional planning workshops, ensuring that all stakeholders have a clear understanding of assumptions, timelines, and deliverables.
- Maintain data integrity across multiple reporting tools (Excel, PowerBI, Tableau) and ensure that all forecasts are built on reliable, up‑to‑date inputs.
Essential Qualifications
- Bachelor’s degree in Business Administration, Marketing, Finance, Communications, or a related field.
- Minimum 3 years of experience in a data‑driven environment, preferably within a B2C consumer‑facing organization.
- Demonstrated expertise in social media customer support, with a track record of handling high‑volume inquiries while maintaining high satisfaction scores.
- Strong analytical skills: ability to interpret large data sets, build forecasting models, and translate insights into actionable recommendations.
- Exceptional written communication skills; ability to tailor messaging for diverse audiences, from end‑users to senior executives.
- High numerical aptitude, meticulous attention to detail, and a passion for accuracy.
- Proven ability to manage multiple projects simultaneously, meet tight deadlines, and thrive in a fast‑paced remote environment.
- Positive, people‑oriented attitude with a collaborative mindset.
Preferred Qualifications
- Experience with subscription‑based streaming services or digital media platforms.
- Familiarity with CRM and social listening tools (e.g., Sprout Social, Zendesk, Hootsuite).
- Advanced proficiency in Excel (pivot tables, macros) and exposure to BI tools such as PowerBI or Tableau.
- Knowledge of financial planning processes, including budgeting, forecasting, and variance analysis.
- Previous experience working in a cross‑cultural, multinational team.
- Certification in Project Management (PMP, PRINCE2) or Data Analytics (Google Data Analytics, Microsoft Certified).
Core Skills & Competencies
- Customer Empathy: Ability to listen actively, understand concerns, and provide clear, compassionate solutions.
- Data Literacy: Comfort working with large data sets, building models, and presenting findings in a compelling narrative.
- Communication: Strong written and verbal skills; adept at creating concise executive summaries and detailed operational reports.
- Collaboration: Proven teamwork across product, engineering, finance, and marketing functions.
- Problem‑Solving: Creative thinker who can devise innovative solutions to both customer and business challenges.
- Adaptability: Ability to pivot quickly in response to changing priorities, market dynamics, or service incidents.
- Technology Savvy: Familiarity with social media platforms, ticketing systems, and data visualization tools.
Career Growth & Learning Opportunities
arenaflex is committed to your professional development. In this role, you will gain exposure to both front‑line customer engagement and high‑impact strategic planning, positioning you for future leadership roles in product management, operations, or finance. We offer:
- Access to a robust learning portal with courses on data analytics, digital marketing, and leadership.
- Mentorship programs pairing you with senior leaders across the organization.
- Opportunities to work on cross‑regional projects, expanding your global business acumen.
- Clear career pathways: from Support Supervisor to Senior Operations Analyst, Commercial Planning Manager, or Customer Experience Director.
Work Environment & Culture at arenaflex
Our remote‑first policy empowers you to work from anywhere in California while staying connected through virtual collaboration tools, regular team huddles, and quarterly in‑person meet‑ups at arenaflex hubs. We celebrate diversity through employee resource groups such as Women @ arenaflex, arenaflex Pride, and the Neurodiversity Alliance. Our inclusive culture ensures that every voice is heard, and every employee feels valued.
Key cultural pillars include:
- Innovation: We encourage experimentation and reward bold ideas that improve the customer experience.
- Integrity: Transparency and ethical conduct guide all our decisions.
- Community: Volunteering initiatives, charitable partnerships, and internal social events foster a sense of belonging.
- Well‑Being: Comprehensive mental‑health resources, wellness challenges, and flexible scheduling support work‑life balance.
Compensation, Perks & Benefits
- Competitive salary range of $70,000 – $80,000 per year, commensurate with experience.
- Generous paid time off: 25 vacation days annually, plus company‑wide holidays.
- Comprehensive health, dental, and vision coverage with confidential employee contributions.
- Free access to arenaflex theme parks for you and your immediate family.
- Discounts on arenaflex merchandise, resort dining, and streaming subscriptions.
- Premium arenaflex+ subscription at no cost.
- Robust parental and caregiver leave policies, supporting families at every stage.
- Employee resource groups, wellness programs, and a dedicated Employee Assistance Program (EAP).
- Retirement savings plan with company match, and annual performance bonuses.
Application Process
Ready to join arenaflex and help shape the future of entertainment? Follow these steps to apply:
- Prepare the required documents: a copy of your degree certificate with transcripts, a recent passport‑size photo, and a digital signature.
- Visit our official careers portal and locate the “Remote Social Media Customer Support & Commercial Planning Supervisor” posting.
- Complete the online application form, attaching the documents listed above.
- Submit your application. You will receive an automated confirmation email with next‑step details.
- If shortlisted, you will be invited to a series of virtual interviews, including a technical assessment, a situational interview, and a cultural fit conversation.
We review applications on a rolling basis, so we encourage you to apply early. Our recruitment team is committed to an equitable hiring process and will consider all qualified candidates regardless of age, race, gender, sexual orientation, disability, or veteran status.
Join arenaflex Today
If you are passionate about delivering exceptional customer experiences, love working with data, and thrive in a collaborative, remote environment, we want to hear from you. At arenaflex, you will be part of a vibrant community that celebrates creativity, drives innovation, and makes a lasting impact on millions of fans worldwide.
Apply now and start your journey with arenaflex – where imagination meets opportunity.
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