This job has expired, please see additional jobs below
Customer Support Manager - Stitcher
The E.W. Scripps Company
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
At Stitcher, we're creating the best place in the world for podcasts -- the best place to discover, to listen, to distribute and to create. Our award-winning app has been downloaded over 12 million times and delivers listeners their favorite shows via smart phone, smart speaker and connected car. We love podcasts, and every day we're helping more people share in that love. We're looking for smart, motivated podcast enthusiasts to build and grow even faster.
As the Customer Support Manager, you will define the strategic plan for Stitcher Customer Support, lead all areas related to support activities, and work closely with various technology teams to provide user feedback input into the product development process and communicate updates out to users once available. Come join the team that is shaping the future of podcasting.
What you'll do:
• Lead all customer facing support for the large and growing Stitcher user base of free and paid podcast listeners.
• Review ticket submissions on a daily basis to determine if widespread system issues are being experienced.
• Coordinate oversight of activities associated with the identification, prioritization, and timely resolution of reported problems and requests from internal and external customers across all Stitcher platforms (mobile, desktop, automotive, home speaker).
• Foster and lead a customer-centric approach to customer support and communications with listeners. Work to promulgate this approach to all aspects of customer support as well as the company more broadly. Supervise other support team members.
• Manage the documentation of successful support resolutions to be leveraged by staff for future issues.
• Review problem resolutions for accuracy, thoroughness, general quality and the opportunity to reduce future problems or questions.
• Receive and compile incoming feature requests from consumers via app store comments or direct channels; proactive review of and response to app store and social comments for Stitcher products.
• Continuously evaluate applicable service desk vendors with the goal of improving our toolset and processes.
• Coordinate service outage communications internally and externally as needed.
• Provide timely statistical reports to management for assessment of customer satisfaction, ticket open and close velocity and effectiveness of customer support overall.
What you'll bring to the job:
The ideal candidate will be someone who is passionate about developing well loved consumer software products and going the extra mile to make customers happy evangelists for Stitcher. They will also bring great ideas and enthusiasm to the process and team combined with an ability to expediently execute in a fast changing environment. Specifically:
• Extensive experience in customer service for consumer facing software products, ideally in the mobile and/or media space
• Deep knowledge of customer support software tools and the ability to evaluate and implement new tools and associated processes as appropriate
• Experience with freemium products, including third party subscription platforms - iOS App Store, Google Play Store, etc.
• Excellent verbal and written communication skills, organization and prioritization skills, research and analytical problem solving
• Self-motivated, flexible, and eager to constantly learn/expand skill set
• Technical aptitude, ability and interest to learn systems to fix minor issues and investigate all other issues for appropriate escalation, gathering and passing along key information from end users that will help the QA/Development teams reproduce and resolve the issue
• Ideally, a love of podcasts!
Education & Experience/Certifications:
• Bachelor's degree
• 7+ years of experience in a customer service role
• 3+ years of experience in a customer service management role
This role is located in San Francisco and requires limited to no travel. Exceptional candidates outside the Bay Area may be considered for relocation or potentially working from one of our other office locations (New York, Los Angeles, Cincinnati).
Stitcher is an equal opportunity employer and committed to building a staff that is as diverse and inclusive as the growing world of podcasts that we are helping build. We offer competitive salaries, a flexible paid time off policy, competitive health benefits, 401(k) matching and other perks. We are a part of E.W. Scripps, a 140-year-old media company committed to journalism and free speech.
*LI-YE1