About the Job

The Job

The Sr. Manager, Customer Support will build and lead a team of customer support staff supporting digital products and events for Adult Swim, Boomerang, Cartoon Network, and TCM. This position reports to the Sr. Director, Business Operations. As a key member of the Digital Enterprises division within WarnerMedia, the Sr. Manager, Customer Support will deliver best in class customer service to customers and end users.

The Daily

• Manage and respond to all inbound customer inquiries in a timely fashion through all channels that may include email, chat, phone, app stores, and social platforms
• Manage 7-day/week support team and provide on-call support for escalations as needed
• Educate customer care team on Adult Swim, Boomerang, Cartoon Network, and TCM brands, voice, and product offerings
• Ensure processes and procedures are in compliance with legal and regulatory requirements including but not limited to COPPA, CCPA, GDPR, etc.
• Evaluate and provide feedback and mentorship to team members
• Foster a positive and motivating team culture
• Maintain customer support procedures and processes, both inbound and outbound. Identify areas for refinement and implement changes as needed
• Identify and write scripts to assist in customer issues
• Work with product teams to develop comprehensive FAQs and update based on customer feedback and reported issues
• Collect customer feedback; synthesize, analyze and develop reporting to share with broader product, operations and engineering teams; Create custom reports, dashboards as needed
• Identify and track KPIs and customer support metrics
• Handle escalated customer complaints efficiently with tact and good judgment
• Hire and train team of local and remote customer care representatives. If needed, manage third party resources to supplement team
• Represent the voice of the customer in department meetings, sharing pertinent feedback and discussing solutions to resolve customer issues
• Assist product team to identify opportunities and features that may enhance overall customer experience without jeopardizing product and business objectives
• Research and identify tools and processes to enhance customer care function

The Essentials

• Bachelors degree or equivalent work experience
• Minimum of 8 years experience in customer support with a track-record of high performance
• Proven success and experience managing team of customer service teams in digital environment; this includes previous experience developing and training local and remote customer support representatives
• Excellent organizational and time management skills with ability to prioritize and multi-task and resolve issues in timely manner
• Excellent customer service communication skills: written, verbal and listening skills
• Strong critical thinking and analytical skills with ability to collect information, problem solve and suggest appropriate decisions that will benefit the customer and the product/business
• Enjoys interacting with customers through multiple channels: email, phone, in-person (if applicable)
• In-depth knowledge of customer service tools such as Zen Desk
• Experience working at a digital-first company; knowledge and interest in cutting-edge digital media space with enthusiasm for new technologies and curiosity to learn and share with customers
• Self-starter who is pro-active, resourceful, willing to be a team player and pitch-in when required
• Ability to work and thrive in fast-paced environment; comfortable working under time constraints and pressure.
• Ability to work independently, as well as within a team

The Perks

• Exclusive WarnerMedia events and advance screenings
• Paid time off every year to volunteer for eligible employees
• Access to well-being tools, resources, and freebies
• Access to in-house learning and development resources
• Part of the WarnerMedia family of powerhouse brands