Sr. Manager Customer Support
Warner Bros. Discovery
Atlanta, GAThis was removed by the employer on 5/12/2021 5:36:00 PM PST
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Full Time Job
The Job
The Sr. Manager, Customer Support will build and lead a team of customer support staff supporting digital products and events for Adult Swim, Boomerang, Cartoon Network, and TCM. This position reports to the Sr. Director, Business Operations. As a key member of the Digital Enterprises division within WarnerMedia, the Sr. Manager, Customer Support will deliver best in class customer service to customers and end users.
The Daily
• Manage and respond to all inbound customer inquiries in a timely fashion through all channels that may include email, chat, phone, app stores, and social platforms
• Manage 7-day/week support team and provide on-call support for escalations as needed
• Educate customer care team on Adult Swim, Boomerang, Cartoon Network, and TCM brands, voice, and product offerings
• Ensure processes and procedures are in compliance with legal and regulatory requirements including but not limited to COPPA, CCPA, GDPR, etc.
• Evaluate and provide feedback and mentorship to team members
• Foster a positive and motivating team culture
• Maintain customer support procedures and processes, both inbound and outbound. Identify areas for refinement and implement changes as needed
• Identify and write scripts to assist in customer issues
• Work with product teams to develop comprehensive FAQs and update based on customer feedback and reported issues
• Collect customer feedback; synthesize, analyze and develop reporting to share with broader product, operations and engineering teams; Create custom reports, dashboards as needed
• Identify and track KPIs and customer support metrics
• Handle escalated customer complaints efficiently with tact and good judgment
• Hire and train team of local and remote customer care representatives. If needed, manage third party resources to supplement team
• Represent the voice of the customer in department meetings, sharing pertinent feedback and discussing solutions to resolve customer issues
• Assist product team to identify opportunities and features that may enhance overall customer experience without jeopardizing product and business objectives
• Research and identify tools and processes to enhance customer care function
The Essentials
• Bachelors degree or equivalent work experience
• Minimum of 8 years experience in customer support with a track-record of high performance
• Proven success and experience managing team of customer service teams in digital environment; this includes previous experience developing and training local and remote customer support representatives
• Excellent organizational and time management skills with ability to prioritize and multi-task and resolve issues in timely manner
• Excellent customer service communication skills: written, verbal and listening skills
• Strong critical thinking and analytical skills with ability to collect information, problem solve and suggest appropriate decisions that will benefit the customer and the product/business
• Enjoys interacting with customers through multiple channels: email, phone, in-person (if applicable)
• In-depth knowledge of customer service tools such as Zen Desk
• Experience working at a digital-first company; knowledge and interest in cutting-edge digital media space with enthusiasm for new technologies and curiosity to learn and share with customers
• Self-starter who is pro-active, resourceful, willing to be a team player and pitch-in when required
• Ability to work and thrive in fast-paced environment; comfortable working under time constraints and pressure.
• Ability to work independently, as well as within a team
The Perks
• Exclusive WarnerMedia events and advance screenings
• Paid time off every year to volunteer for eligible employees
• Access to well-being tools, resources, and freebies
• Access to in-house learning and development resources
• Part of the WarnerMedia family of powerhouse brands
Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.