Customer Support Lead at Whip Media Group

| Greater LA Area
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Whip Media Group’s products, including Mediamorph, TV Time and TheTVDB, offer a data-driven integrated cloud solution that empowers the world’s leading entertainment organizations to efficiently acquire, distribute and monetize their content. Together, our companies track billions of consumer actions and financial transactions that accelerate innovation for buyers and sellers of content. Whip Media Group has offices in Los Angeles, New York City and London.

Whip Media Group is hiring for a Customer Support Lead to join the team! In this hybrid role reporting to the Director of UX and based in LA, you’ll be responsible for setting the CX strategy for TV Time, executing it, managing an individual pipeline of customer support related tasks as well as a remote team of contract customer support reps. Our ideal candidate is a highly organized communicator capable of making sound decisions while maintaining composure in a fast-paced environment. 

As manager of this team and function - you’ll be ensuring that we’re meeting our set SLAs in terms of service quality and productivity, providing ongoing, real-time coaching to team members and acting as the main resource for any questions or scenarios that may arise, handling escalations when necessary. The ideal candidate is technically savvy and has had experience with mobile app support including the ability to differentiate between iOS and Android issues and communicate with the appropriate engineering teams.

What will you do?
  • Creating a seamless brand experience and guaranteeing a positive and long-term relationship with our global consumers
  • Developing, executing and maintaining TV Time’s customer support strategy
  • Acting as the voice of our users and then interfacing and collaborating with multiple stakeholders within the TV Time ecosystem to make sure user issues are known, addressed and solved
  • This role will act as a player/coach sometimes interacting directly with our users, responding to their issues and complaints in a timely and professional manner
  • Oversee the “Everyone Does Support” program, in which customer support leads other employees through answering tickets in the support inbox
  • Syndicate frequent updates to the product team and upper management
  • Prepare and distribute monthly and quarterly reports for the product team and upper management
  • Improve customer service experience, create engaged customers and facilitate growth
What do you need?
  • 4 + years experience in customer service (at least one year of management experience, a plus)
  • Able to oversee a small team of customer support reps, delegate strict SLAs, and administer peer reviews/CSAT scoring, first-time to full resolution time, macro review, etc.
  • Strong verbal and written communication skills, including the ability to develop clear and concise macros, respond to data removal requests, etc.
  • Understanding of GDPR and CCPA compliance
  • Proven ability to set up and uphold customer support processes, such as standards for tag usage, tracking, auto-answering, ticket closure, etc.
  • Experience with Zendesk, Jira, SendGrid, Transifex, as well as social media channels including Twitter, FB, and Instagram
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • Google AnalyticsAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

1841 Centinela Avenue, Santa Monica, CA

An Insider's view of Whip Media Group

What’s the vibe like in the office?

The LA office definitely has a relaxed vibe. There's music playing, interesting conversations happening, and you can usually find our CEO Rich roaming around the office. There's also a theater for movie screenings, and when you feel like hopping off Slack and interacting IRL, you're sure to find someone to talk to (and something to eat) in the kitc

Emily

Managing Editor, TVDB

How has your career grown since starting at the company?

Whip Media Group has fostered a culture of opportunity for all employees - opportunity to learn, grow, fail, adapt, change and explore!

Maren

VP Product & Consumer Marketing

What is your vision for the company?

To transform how content is bought and sold throughout the entertainment ecosystem with a unique, integrated solution to efficiently distribute, optimize
and monetize your content.

Rich

CEO

How do you make yourself accessible to the rest of the team?

The most important part of my job is hiring and retaining great people, so I make myself available via any method (Slack, email, walks, meals, etc.) to anyone with questions, frustrations, or suggestions. I often spend 25-30% of my work week in 1:1 discussions. They’re where I get my best ideas about how to make Whip Media an amazing place to work.

Jason

COO

What are Whip Media Group Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
WMG employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
WMG provides pre-tax dollars to use towards child care, resulting in less taxable income, and more money for you!
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
WMG takes the good times out of the office once a month!
Free Daily Meals
#FreeLunchFridays
Stocked Kitchen
Parking
The WMG headquarters allocates a parking spot for every employee in our parking lot. There's even a monthly monetary reward for those who don't use a car to get to work!
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
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