Frndly TV is looking for an experienced Customer Service Manager with a strong technical and analytical background to build and run its customer service organization. The right candidate will have experience working with engineers to identify and resolve technological platform issues.  The role requires a basic understanding of internet streaming technologies, billing systems and customer management.  Experience providing high-value customer service with proven skills to increase customer satisfaction and loyalty is a must.  The Customer Service and Technical Solutions Manager is responsible for ensuring the retention of subscribers through quick resolution of technical issues and other subscriber matters.  To start, the Customer Service and Technical Solutions Manager will be the single point of contact for all customer service support and over time will build out the customer service organization and scale operations.  This is an amazing opportunity for the right person who is interested and motivated by the opportunity to build Frndly TV’s customer and technical support team from the ground up. 

Roles and Responsibilities:

• Primary customer service point of contact with all subscribers
• Primary point of contact with engineering for all subscriber-impacting technological issues
• Responsible for responding to all subscriber inquiries and issues in a timely manner while being empathetic towards the subscribers’ problems and efficient in providing valued solutions
• Responsible for identifying root causes of systemic issues and working with engineering to fix all problems in a timely manner
• Ownership of subscriber issues and responsible for following problems through to resolution
• Support on a wide range subscriber issues including inquiries regarding technical, billing, subscriptions, account management and general information requests
• Accurately respond to questions and assist subscribers with product features, account setup and troubleshoot other issues
• Build the customer service organization including hiring, managing, coaching and developing highly effective and productive customer service agents
• Develop and implement customer service procedures, policies and standards for the customer service department
• Analyze customer service-related data to identify trends and design solutions for fixing and/or capitalizing
• Oversee all day-to-day customer service operations including development and management of customer service KPIs

Requirements:

• Previous work experience providing customer service support and running a customer service business unit
• Experience working across an organization to build consensus and implement processes and procedures
• Experience analyzing customer communications to identify systemic issues and root causes
• Experience working with engineers to solve technical issues and put in place timely fixes
• Ability to thrive in a fast-paced environment, work with minimal supervision, multi-task and work under pressure
• Able to work flexible schedules including weekends, holidays and evenings
• Bachelor’s degree in business administration or relevant field preferred
• Minimum of five years experience in customer service
• Proficient in Microsoft Office suite of products, customer management systems, and customer service software (e.g., Freshdesk), databases and tools
• Strong written and verbal communication skills as well as leadership and interpersonal skills

Benefits:

• Competitive salary
• Equity
• Health, dental and vision insurance
• 401k
• Paid holidays/vacation
• Paid sick time