Customer Support Operations Manager

4 days ago


San Francisco, California, United States UnitedMasters | Translation Full time
About the Role

UnitedMasters | Translation is seeking a highly skilled Customer Support Manager to join our team. As a Customer Support Manager, you will be responsible for leading our cross-functional support team to provide exceptional support to our artists across multiple channels.

Key Responsibilities
  • Lead cross-functional operators and BPO resources to support our artists across multiple channels.
  • Configure workflows for chatbots and AI tools and identify opportunities to resolve common requests through self-service.
  • Collaborate with Tech to unify our support resources with the product, offering artists the right help at the right time.
  • Own performance metrics, highlight opportunities for improvement and celebrate successes.
  • Optimize training and development programs and update our internal and external help centers with best-in-class documentation.
  • Manage our customer support software. Ensure operators and customers have the tools they need for success.
  • Mentor individual agents and handle escalated support issues.
  • Become an expert on UnitedMasters' products and services and act as a resource for artists and colleagues.
  • Represent the customer's voice, candidly sharing feedback and insights across the organization to drive improvements in how we serve artists.
  • Help to identify and delegate department projects as needed.
Requirements
  • Demonstrated problem-solving ability.
  • Excellent communication skills.
  • Desire to learn and grow. Capacity to adapt quickly to changing circumstances.
  • Proactive leadership that challenges your teammates to get better every day.
  • Passion for all things music and culture.
  • Conscientiousness, empathy, and a passion for helping artists achieve their goals.
Qualifications
  • 5+ years of customer service experience, including 2+ years managing teams in a fast-moving start-up environment.
  • Experience designing and implementing AI chatbots/virtual assistants and other automation for maximum ticket deflection.
  • Experience partnering with cross-functional teams and stakeholders.
  • Experience administering all aspects of Zendesk or similar customer service software, including ticket management, reporting, automation, and help center.
Preferred Qualifications
  • Experience managing BPO resources across multiple time-zones.
  • Experience working with payment systems.
  • Experience providing support for a subscription-based service.
  • Familiarity with music metadata and the digital music landscape.
  • Extensive and up-to-date knowledge of popular music.


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