Manager Of Application Customer Support & Monitoring
Comedy Central
New York, NYThis was removed by the employer on 5/2/2017 12:55:00 PM PST
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Full Time Job
Overview and Responsibilities
Mobile & Emerging (M&E) Platforms team oversees marketing, launch and customer support of TVE apps for MTV, VH1, Comedy Central, Spike and Logo as well as other brand apps. The Manager will lead M&E’s customer support efforts for apps across all five brands, develop customer insights and analytics from incoming inquiries, as well as assist the team with various marketing efforts, including gathering assets from brands for app promotions. The M&E customer support team ensures that customers have a direct line to us and help users via email or Message Center support. This role will initially focus on mobile (iOS and Android), but may expand to additional platforms. The Manager will manage at least one freelance employee and report to Sr. Director of M&E. We’re looking for an experienced professional, someone who’s self-motivated, with excellent communications skills and attention to detail. The position requires tech-savviness/interest, understanding of TVE and mobile apps, as well as ability to navigate a large organization to ensure customer questions are resolved quickly. An ideal candidate will be excited about preventing issues, identifying trends, and consistently contributing to the team’s knowledge base.
Responsibilities
• Manage customer support for TVE Apps for MTV, CC, VH1, Spike, and Logo
• Ensure customers receive consistent and reliable service and support during each interaction
• Track and respond to incoming inquiries via message dashboard and Google Play
• Work with brand teams to ensure responses are in brand voice
• Manage escalations and coordinate resolution efforts with key stakeholders by working cross-functionally to ensure issue ownership, action items, and communications get fulfilled
• Work with web customer support to ensure answers are consistent across platforms and respond to any email inquiries related to apps
• Ensure internal knowledge base is up to date
• Identify new issues and help define responses
• Perform analytics and identify trends around incoming inquiries across various points of contact and deliver findings to key stakeholders
• Provide support for strategic projects as needed, including creating presentations based on learnings from incoming inquiries
Basic Qualifications
• 4-7 years of experience in technical support, mobile apps and/or digital/mobile analytics
• Well-versed in email etiquette, with a fine-tuned attention to detail
• Ability to multitask and handle multiple support tickets at once
• Proficient in Microsoft Office
• Bachelor’s degree from an accredited University
Additional Qualifications
• General curiosity about how and why things work the way they do
• Strong oral and written communication skills
• Familiarity with ticket messaging systems and/or ability to quickly learn new systems
• Experience taking ownership and driving resolution on escalated customer issues
• Ability to quickly learn and articulate technical concepts
• Ability to learn brand voice and apply that to responses