Manager, Customer Experience Operations

Job Description

Responsibilities
We're looking for a highly-organized customer support operations expert to lead multi-channel support to customers and partner closely with internal stakeholders to ensure that all Direct to Consumer operations are running smoothly. The ideal candidate will be a sharp multidimensional leader who excels in a collaborative, high-energy, fast-paced environment and has 2-3 years of experience leading a support team for a subscription business. Reporting to the Director of Customer Experience, this person must be an expert in customer-centric strategies and have a deep perspective of the customer's outlook across all aspects of the business – starting with customer support and extending through other teams.

What you'll do:
• Lead day-to-day CX operations, which include maintaining KPIs, escalating and investigating payment processing and customer account and user data issues, and communicating trends and issues to internal stakeholders.
• Manage the offshore Customer Care team with focus on CNBC subscription business (CNBC Pro and CNBC Investing Club); build on team's service standards to continuously improve efficiency and effectiveness
• Own all communications related to billing or subscriptions issues, including writing macros and FAQs, addressing Better Business Bureau inquiries, etc.
• Collaborate with Engineering and Product teams to investigate customer complaints related to potential bugs and outages.
• Work with both internal teams and external vendors to follow up on any issues related to billing and subscriptions.
• Identify and highlight any pain points for the Product team to address. Work with Product to decide priority on all open billing and subscription bugs and feature requests
• Partner with Marketing and Product to ensure that all Customer Care team members are kept up-to-date on product enhancements, deliverables, and competitive intelligence
• Report on trends in billing and subscription support (e.g. refund reasons)
• Partner with Marketing, Events, and other internal teams to seamlessly execute any promotions that require customer and/or operational support.

Qualifications/Requirements
• Passion for understanding and improving customer

experience
• 3+ years working in customer support, at least 2 years in

a leadership position.
• Experience with training and managing customer support

agents
• Clear and effective communication skills, both written

and verbal
• Ability to think strategically and drive CX initiatives across

the business
• Maintain cooperative and productive relationships with

internal teams
• Willingness to learn and experiment with new technology.
• Knowledge of customer service principles and practices
• Excellent organization skills and a high attention to detail
• Coaching, mentoring and motivational skills
• Proactive and collaborative

Desired Characteristics
• Experience working in subscription business
• Experience with Zendesk
• Experience with PIano and Braintree Payment System
• Experience managing an offshore customer support team
• Experience with training and managing phone support

Jobcode: Reference SBJ-r7jn2k-18-118-0-240-42 in your application.