Customer Support Manager

6 days ago


Brooklyn, New York, United States UnitedMasters Full time
About the Role

We are seeking a highly skilled Customer Support Manager to join our team at UnitedMasters. As a key member of our support operations, you will be responsible for leading cross-functional teams and BPO resources to provide exceptional support to our artists across multiple channels.

Key Responsibilities
  • Lead Support Operations: Configure workflows for chatbots and AI tools, identify opportunities to resolve common requests through self-service, and collaborate with Tech to unify our support resources with the product.
  • Manage Performance Metrics: Own performance metrics, highlight opportunities for improvement, and celebrate successes.
  • Optimize Training and Development: Develop and update our internal and external help centers with best-in-class documentation, and manage our customer support software to ensure operators and customers have the tools they need for success.
  • Mentor and Escalate: Mentor individual agents, handle escalated support issues, and become an expert on UnitedMasters' products and services.
  • Represent the Customer's Voice: Candidly share feedback and insights across the organization to drive improvements in how we serve artists.
Requirements
  • 5+ Years of Customer Service Experience: Including 2+ years managing teams in a fast-moving start-up environment.
  • Experience with AI Chatbots and Automation: Designing and implementing AI chatbots/virtual assistants and other automation for maximum ticket deflection.
  • Experience with Customer Service Software: Administering all aspects of Zendesk or similar customer service software, including ticket management, reporting, automation, and help center.
About UnitedMasters

UnitedMasters is a creative solutions company that enables ownership, exposure, and new paths for financial return for independent creators. We are backed by Alphabet, Andreessen Horowitz, and Apple, and are reimagining how brands and artists come together to tell their stories, build profitable growth, and push culture forward.

Compensation

We offer a competitive salary range of $90,000 - $110,000, as well as bonus, stock options, 401(k) match, and other reward opportunities.



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