Description Job Title: Customer Experience & Support Director
Reports to: VP D2C Consumer Growth and Relationship Management
Location: Atlanta
FLSA Status: Exempt
JOIN OUR TEAMWe're excited to learn more about you! To apply for this position, please take a moment to create your candidate profile by scrolling to the bottom of the job description. You'll need to set up a username and password to get started. We look forward to learning about your knowledge and talents.
SUMMARY: The Customer Experience & Support Manager plays a critical role in delivering a world-class experience for UP Entertainment's subscribers and viewers. This position leads a team of customer service representatives and serves as the voice of the customer across the company. Collaborating with cross-functional teams, the role ensures that every interaction reflects the company's commitment to customer-centric values. The manager drives process optimization, elevates service standards, and fosters a culture of continuous improvement, always aiming for excellence in all customer interactions.
WHO WE ARE: At UP Entertainment, we believe that quality entertainment, with uplifting and inspiring stories, has the power to positively impact hearts and change our world. Our core purpose is to UPlift Someone. UP Entertainment, celebrating its 20th anniversary this October, is the destination for uplifting entertainment for passionate and diverse audiences across the leading cable, satellite and streaming platforms. Brands include UP Faith & Family, UPtv, aspireTV, aspireTV+, GaitherTV+ and Cine Romntico. UP Entertainment's award-winning pro-social initiative, UPlift Someone, has inspired over 200 million people to uplift others through its social videos. UP Entertainment's core values are: Be Uplifting, Be Your Best, and Be a Buffalo.
Be UpliftingWe aim to uplift and inspire, making someone's day and their life better by serving them well. We share knowledge and information and are committed to developing ourselves and others. We team up across boundaries and differences to win. At UP, success is shared.
Be Your BestOur employees are our greatest assets. Our differences, experiences and passions are respected, celebrated and supported at UP because we are most productive as our authentic selves. We always give our absolute best and pursue excellence by designing and planning for the results we want and deliver them.
Be a BuffaloLike buffalo, we run unified toward challenges and face them with determination and strength. Our industry is unpredictable and so are we. We work hard and are most resourceful and innovative when pressure is applied. We are confident and courageous, resolute, and strong. At UP, we welcome disruption.
WHO YOU ARE You are able to put yourself in the customers' shoes and understand their needs and concerns. You work effortlessly with other departments and possess strong leadership skills that are essential for inspiring, motivating, and guiding your team toward success. You possess a keen analytical mindset that allows you to swiftly identify issues and craft innovative solutions.
ESSENTIAL DUTIES & RESPONSIBILITIES: - Customer Support: Oversee technical and customer service support for subscribers to UP Entertainment streaming services (including UP Faith & Family and GaitherTV+), and UPtv viewers.
- Issue Resolution: Troubleshoot and assist with identifying and eliminating root causes of customer issues in coordination with technology, operations, and programming teams, ensuring timely resolutions.
- Customer-Centric Projects: Lead initiatives to improve the overall customer experience, driving growth through enhanced service and higher customer satisfaction levels.
- Manage and Improve Performance Metrics. Assist in the development and maintenance of key performance metrics for customer satisfaction including resolution times, satisfaction surveys, and team efficiency.
- Subscriber Inquiries: Respond promptly and accurately to subscriber inquiries, offering clear and empathetic solutions, ensuring subscribers feel valued and supported.
- Efficiency & Scalability: Drive processes to streamline workflows and support the growing digital OTT business. Ensure that investments are targeted and optimized in a manner that leads to the best overall customer experience, utilizing automation in cases where it is helpful and efficient and employing higher touch techniques such as voice calls when needed for the best customer outcomes.
- Reporting & Analysis: Review and report on volume trends, customer comments, and service performance using tools like Zendesk to inform decision-making.
- Insights & Research: Collect industry research to provide business insights, supporting strategic and operational decisions.
- Exceptional Support: Ensure efficient, accurate, and empathetic responses to customer inquiries.
- Complex Issue Resolution: Triage and address complex issues, delivering concise and effective solutions while reinforcing subscriber trust in the platform.
EDUCATION/EXPERIENCE: - Bachelor's degree (B.A.) or equivalent from a four-year college or university or equivalent combination of education and experience.
- 10-15 years of professional experience, including a minimum of 5 years in a leadership capacity and 5 years managing customer service.
- Lead, mentor, and grow a current team of 4 reps as we scale our business, ensuring friendly and professional support.
- Prior experience in the entertainment industry is a plus.
SKILLS - Oral & Written Communications: Exceptional, written, and oral communication skills. Communicates well one on one, in small groups and larger presentations, including external public speaking. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar, and wording
- Teamwork: Ability to work independently and collaboratively as a team; experience working with cross functional teams
- Problem Solving and Analysis: Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
- Continuous Learning: Foster a learning culture, ensuring the team is equipped with the latest tools and strategies.
- Champion for the Customer: Continuously seek ways to improve the customer journey.
- Metrics-Driven: Monitor key performance indicators like customer satisfaction, response times, and resolution rates to drive improvements.
- Strategic Feedback: Provide regular feedback to senior management to inform the company's overall customer experience strategy.
TECHNICAL SKILLS To perform this job successfully, in addition to the skills in the Education/Experience noted above an individual must be proficient with Microsoft Outlook, Word, Excel and the following below:
- Advanced knowledge of Zendesk Support, Guide, and Explore for ticket management, Help Center setup, and reporting.
- Expertise in creating workflows, macros, triggers, and automations to streamline processes.
- Experience configuring Zendesk Talk or integrating third-party telephony solutions into Zendesk.
- Experience with API integrations to connect Zendesk and telephony platforms.
- Proficiency in using CRM tools (e.g., Salesforce, HubSpot) for customer relationship management.
- Familiarity with troubleshooting streaming service issues (e.g., buffering, device compatibility).
- Basic understanding of networking concepts to assist in technical escalations.
CERTIFICATIONS This job currently has no certification requirements.
SUPERVISORY RESPONSIBILITIES Position will manage direct reports.
OTHER:This is a hybrid job role, with a combination of telecommuting workdays and in-office workdays.
We are an Equal Opportunity Employer. We are committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. The terms and conditions of the application process and employment relationship are to be non-discriminatory-without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, sexual orientation or any other protected category or class that may be applicable to you in the jurisdiction where you are employed. UP Entertainment
. Moreover, in accordance with federal and applicable state and local law, we provide reasonable accommodations for applicants and employees' sincerely held religious beliefs, practices, or observances conflict with work requirements and for applicants and employees with known disabilities provided that such individuals are qualified to perform the essential functions of the job, with or without accommodation, and provided that any accommodations would not impose an undue hardship on the company or introduce a direct threat to the health and safety of the worksite employee with a disability or others. Any applicant or employee who requires a reasonable accommodation during the application process or to perform the essential functions of the job should contact a company manager, a company officer or Insperity to request such an accommodation.
TO APPLY:Click Here:For more information about UP Entertainment, our brands and values, please visit our website: www.upentertainment.com