Streaming Channel Support Lead

This is a Full Time Job

The Criterion Collection is looking for an experienced customer support lead to provide exceptional service for our Criterion Channel streaming subscribers, guide and train a growing team, track feedback, help resolve escalated cases, and work closely with our in-house webstore support, programming, content delivery, and promotions teams. We strive for stellar hands-on customer service and are looking for an enthusiastic and inspired addition to continue raising the bar. As a representative of our brand, the ideal candidate should enjoy helping people have a satisfying streaming experience and be able to think creatively through any challenge. Strong written and spoken communication skills are a must. Previous experience in technical support preferred.

Responsibilities:
• Provide service through e-mail with a focus on quickly and thoughtfully resolving customers' issues
• Manage Criterion Channel support schedule and team; report to Head of Customer Support
• Maintain up-to-date response and best practices internal documents; train new hires, as needed
• Proficiency in and understanding of website admin tools, account management, and troubleshooting techniques
• Ability to adjust support language to audiences with varied levels of tech experience and comfort
• Sustain comprehensive knowledge of Criterion brand and products
• Collaborate and work in tandem with other in-house teams to track customer feedback and make improvements
• Provide back-up support for our webstore team during busy seasons, as needed

Ideal candidate:
• 3+ years customer service experience, ideally in a technical support role, e-commerce, or similar
• Some leadership experience
• Experience with Google Workspace, including Sheets, Docs, and basic email management practices
• Excellent written and verbal communication skills
• Very organized, detail-oriented, and a quick learner
• Enjoys problem solving and providing creative solutions that fit the specific needs of each customer
• Passionate about working with a team but also interested in creating independent projects
• Good at managing their time independently
• Strong interpersonal skills and a sense of humor
• Not afraid to ask questions
• Able to work full time Monday - Friday, 40 hours/week on a flexible, hybrid schedule

About us:
Criterion is a New York-based company of around 80 people devoted to bringing a carefully curated library of international classic and contemporary films together with an audience of passionate movie lovers. With in-house departments devoted to design, editorial, image and sound restoration, production, and post-production, we produce a celebrated line of Blu-rays, 4K Ultra HD, and DVD releases; publish an online magazine, release new films and restorations in theaters through our partner company, Janus Films, and our streaming service, The Criterion Channel.

If you love movies and want a working environment where people really care about what they do, this might be the place for you. We offer a salary commensurate with experience along with medical and dental benefits plus 401K matching.