Assistant Manager, Customer Success

Dow Jones

32d•$70,000 - $85,000•Hybrid

About The Position

About the Team: Investor's Business Daily (IBD) is the leader in stock research and education. For over 35 years, IBD has helped countless investors around the world make more money in the market and achieve their financial goals. Founded with the mission of democratizing stock investing, IBD provides its customers access to the same type of research Wall Street uses to make decisions. All of IBD's products and content are based on a time-tested investing methodology, which uses fundamental and technical analysis to identify leading stocks before their big price increases. IBD helps its customers succeed in the market with its unparalleled stock research including market-beating stock lists, proprietary stock ratings and powerful investing tools that help them make more profitable trading decisions. In addition, IBD provides customers with world-class investing education that includes product coaching, interactive webinars, live and virtual workshops, videos, online courses and more. IBD joined the Dow Jones and News Corp family of companies in May 2021. About the Role As the Assistant Manager of Customer Success, you will assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence. You will ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals. You will be based in our Los Angeles office reporting to the Manager, Customer Success.

Requirements

Dedication to providing great customer service and have a strong desire for a career in Customer Service management, can work independently and prioritize your work
A solid understanding of contact center performance and quality metrics
Proven leadership skills and take ownership to resolve issues proactively, and can handle high-level escalated complaints professionally and successfully
Leadership and team-building skills needed to motivate and inspire the team toward the achievement of goals and service excellence, and you take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
Flexibility to provide off-hours coverage to support the global team, as well as to support unscheduled incident and crisis management, and can effectively multitask and utilize time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs
One year of leadership experience in a contact center environment
Excellent written and verbal English communication skills
Experience handling escalated customer concerns
Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions
The ability to work flexible hours as needed to support both domestic and international teams, and are capable of up to 10% travel, including international

Nice To Haves

One year of operational and people management experience in a contact center (preferred)
Experience as an agent in a busy environment supporting multi-channel customer contacts (preferred)
Experience with scheduling work and implementing work assignment adjustments to meet changing work priorities and ensure goal fulfillment (preferred)
Familiarity with Google Workspace (G-Suite) tools (desired)
Experience with sales/customer retention skills (desired)
Bachelor's degree preferred, or equivalent work experience (desired)

Responsibilities

Assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence
Ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals
Take the lead in supporting ongoing functions that ensure the quality of interactions across both teams
Perform Quality Assurance for both the IBD Customer Success and IBD Premium Products teams
Be proactive in ensuring continuous improvement and operational efficiency
Identify opportunities to improve agent performance and/or operational efficiency
Work closely with the Manager of Customer Success on projects to prioritize and implement these ideas
Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
Assist with or take the lead on establishing documentation, implementing consistent processes, and training staff members on all team-specific procedures
Handle escalated contacts passed on from Supervisors, Team Leads, and Senior Leadership Team as needed
Provide feedback and coaching as needed for development purposes and to ensure accurate and timely support
Generate weekly and monthly productivity reports
Assist with technical (back end) issues for both teams
Take on other tasks and projects to provide support as assigned by the Manager of Customer Success and Director of Customer Engagement