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Manager - Customer Service, New Digital Business
AMC Networks
New York, NY, United States
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Who We Are
The New Digital Business group at AMC Networks is focused on incubating, developing and growing new direct-to-consumer digital video business. Currently, the group manages a portfolio of two boutique subscription video on-demand services targeting niche passionate audiences.
SundanceNow Doc Club (www.docclub.com) is a boutique subscription video streaming service focused on super-serving documentary fans. Our mission is to grow and engage a large community of passionate documentary fans by offering a dynamic library of high quality and impactful non-fiction films and series.
Shudder (www.shudder.com) is a subscription video streaming service focused on the horror genre. Our mission is to become the leading online video network super-servivning horror fans with curated, worldwide programming ranging from hard-to-find independent fare to cult classics to Hollywood blockbusters.
Key Duties and Responsibilities:
The Customer Service Manager will be responsible for overseeing the daily workflow of the Customer Service team, whose priority is providing email support to our growing member base. S/he will create a communication plan that helps members troubleshoot technical problems and educates them on product changes. S/he will provide the internal team with customer feedback in order to drive product improvements. The Customer Service Manager will also collaborate with the Quality Assurance team to elevate and troubleshoot new and on-going issues.
Qualifications:
• 7- 10+ years prior customer service experience
• Evaluate, recommend and execute new customer service tools and systems
• Recruit, train and manage contract customer service reps
• Improve customer service response time
• Excellent communicator who can effectively share information with different audiences
• Ability to problem solve under pressure
• Experience hiring and training employees
• Prior experience working at a start-up
• Tech savvy with a passion for film and television
The Company is committed to policy of nondiscrimination in its employment and personnel practices. Applicants are considered for all employment without regard to race, color, religious creed, religion, alienage, citizenship, gender, gender identity, national origin, ancestry, genetic predisposition or carrier status, age, marital status, familial status, military or veteran status, status as a victim of domestic violence, stalking or sexual assault, sexual orientation, disability or any other characteristic protected by federal, state or local law.