Director of Customer Service

Operations/IT Team | San Francisco

Crunchyroll, a high growth online video company, is seeking an entrepreneurial, highly motivated, and experienced Director of Customer Service to join its team, as the company continues its global expansion and launches exciting new revenue streams. This individual will drive the vision, direction, and operational excellence of the quickly growing Customer Service organization.

Responsibilities

  • Effectively plan, organize, schedule, recruit, train, lead and direct the Customer Service organization to provide best in class support to our growing customer base across multiple contact channels

  • Cultivate and foster a winning customer centric culture measured by high retention and employee satisfaction, resulting in superior performance and customer service.

  • Develop and implement best business practices, processes, and tools to be utilized in Crunchyroll domestic and international markets

  • Establish and maintain productive working relationships with partner organizations such as: Community, Marketing & Distribution, Product, Engineering, Human Resources, & third party service providers

  • Continually improve customer service quality and operations results by developing, measuring, monitoring, analyzing, and reporting KPI’s to drive improved processes, metrics, tactics, and strategies

  • Contribute relevant metrics, qualitative feedback, and recommendations to strategic planning and help shape the development of new features and products

  • Deliver regular reporting to senior management and serve as the primary internal and external representative for Crunchyroll’s global Customer Service organization

Requirements

  • Bachelors degree

  • Minimum seven years of experience in customer support delivery with progressively increasing responsibility including more than 2 years managing a staff of at least 30 or more customer support representatives providing support to individual consumers

  • Direct experience in providing customer service to multiple contact channels in multiple languages (phone, email, chat, community, social media, etc)

  • Excellent oral (speaking, listening, interpretation) & written communication skills.
  • Ability to provide both long term vision and disciplined operational excellence
  • Ability to effectively operate in very dynamic, internet-speed environment with ambiguous situations.

  • Absolute passion for ensuring a great customer experience with every contact and bold customer advocacy with the ability to negotiate successful solutions internally on behalf of the customer

  • Strong analytical skills; you are someone who wants to dive into the numbers and seek to understand to ultimately prioritize and enable resolutions in an objective manner

  • Demonstrated history delivering results in cross functional environments - ability to drive organizational, product and service changes using sound reasoning backed up by relevant data in a well prepared business briefing

  • Positive ‘can do’ attitude and proven ability to continuously deliver against customer support KPI’s and regularly exceed service improvement targets

Benefits

  • Competitive salary
  • Health, dental and vision insurance, 401k, and Commuter benefits
  • Fun, passionate and skilled co-workers
  • Free lunches 4x/week
  • Pet friendly environment

About Crunchyroll, Inc. 

Crunchyroll is a leading global destination and platform for Japanese anime and Asian content. Through applications including Crunchyroll for iPhone, iPad, Android, Playstation®3, Playstation®4, Xbox LIVE®, AppleTV, Roku, Internet- enabled TVs, set-top boxes, affiliate websites and its own streaming website, Crunchyroll delivers more than 25,000 episodes and 15,000 hours of officially- licensed content from leading Asian media producers direct to viewers translated professionally in multiple languages within minutes of TV broadcast. Crunchyroll has offices in San Francisco, Los Angeles and Tokyo, and is a member of the Association of Japanese Animations (AJA) and Licensing International Merchandisers' Association (LIMA). Crunchyroll is majority owned and works closely with The Chernin Group. More information about the company can be found at www.crunchyroll.com