JOB SUMMARY
The Customer Service Manager will be responsible for overseeing the Customer Support team at Critical Role to deliver excellent results and productivity. This position will provide support for Critical Role's e-commerce business, as well as technical/account support for our membership service, Beacon. Day-to-day, this position will be responsible for growing and coaching the support team as well as surfacing opportunities to improve our support systems.
ESSENTIAL DUTIES and RESPONSIBILITIES [Other assignments, projects, and duties not outlined below may be required]
- Provides leadership to the team responsible for solving Critical Role's customer's most frequent support needs for both the e-commerce site and the membership service, Beacon
- Develops and grows the customer support team by recruiting, hiring, training, and coaching top talent
- Answers and reviews emails, chats, and other inbound methods ensuring that company policies and ideals are upheld
- Resolves customer problems by understanding the issue, determining the cause, and providing resolution in a timely manner
- Creates and executes a plan to scale Critical Role's support to match our customer's needs
- Defines the systems that will facilitate a strong, unified, and cost-effective support team
- Works strategically with the Operations team to maximize customer outcomes and improve team efficiency through data-driven experimentation
- Ensures the customer support team is set up with the tools and resources they need to help our customers.
- Synthesizes user insights and partners cross-functionally to advocate for Product, Marketing, and Self-Serve improvements to reduce ticket volume and improve our customer's experiences
EDUCATION
- High School diploma or equivalent
EXPERIENCE
- 3-5 years of professional experience in scaling support within a fast-paced environment
- 3+ years of customer service experience with DTC companies, with experience using Shopify, Zendesk, and/or Gorgias
- Experience working in various staffing models
- Experience in directly managing a high performing distributed team across different time zones
QUALIFICATIONS
- Excellent management and supervisory skills
- Excellent written and verbal communication skills
- Excellent analytical skills
- Ability to thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment
- Ability to be a “First Principles” thinker and to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic.
- Demonstrated ability to help a Support team expand their presence
- You are passionate and enthusiastic about Critical Role
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift 15 pounds at times