Director Customer Experience & Support

UP Entertainment•Atlanta, GA

2d•Hybrid

About The Position

The Customer Experience & Support Manager plays a critical role in delivering a world-class experience for UP Entertainment’s subscribers and viewers. This position leads a team of customer service representatives and serves as the voice of the customer across the company. Collaborating with cross-functional teams, the role ensures that every interaction reflects the company's commitment to customer-centric values. The director drives process optimization, elevates service standards, and fosters a culture of continuous improvement, always aiming for excellence in all customer interactions.

Requirements

Bachelor's degree (B.A.) or equivalent from a four-year college or university or equivalent combination of education and experience.
10-15 years’ experience with at least 5 years in a leadership role and 5 years advising senior management.
Experience leading, mentoring and scaling a world class customer experience team.
Advanced knowledge of Zendesk Support, Guide, and Explore for ticket management, Help Center setup, and reporting.
Expertise in creating workflows, macros, triggers, and automations to streamline processes.
Familiarity with LLMs and AI tools (e.g., chatbots, automation, or AI-assisted workflows) to enhance customer support operations.
Experience with API integrations to connect Zendesk and telephony platforms.
Proficiency in using CRM tools (e.g., Salesforce, HubSpot) for customer relationship management.
Familiarity with troubleshooting streaming service issues (e.g., buffering, device compatibility).
Basic understanding of networking concepts to assist in technical escalations.
Microsoft Outlook, Word, Excel

Nice To Haves

Prior experience in the entertainment industry is a plus.

Responsibilities

Customer-Centric Projects : Lead initiatives to improve the overall customer experience, driving growth through enhanced service and higher customer satisfaction levels.
Manage and Improve Performance Metrics. Assist in the development and maintenance of key performance metrics for customer satisfaction including resolution times, satisfaction surveys, and team efficiency.
Efficiency & Scalability : Drive processes to streamline workflows and support the growing digital OTT business. Ensure that investments are targeted and optimized in a manner that leads to the best overall customer experience, utilizing automation in cases where it is helpful and efficient and employing higher touch techniques such as voice calls when needed for the best customer outcomes.
Insights & Research : Collect industry research to provide business insights, supporting strategic and operational decisions.
Support Oversight: Oversee the performance and effectiveness of the customer support function across UP Entertainment streaming services (UP Faith & Family, GaitherTV+, etc.) and UPtv viewers.
Team Structure: Partner with and empower the Customer Support Team Lead, who is responsible for day-to-day team management, queue oversight, and frontline operations.
Escalation Management: Handle and resolve high-impact or complex escalated customer issues, ensuring timely resolution and reinforcing customer trust.
Quality & Experience Standards: Establish and maintain standards for empathetic, accurate, and efficient customer interactions across all channels (email, chat, phone).
Continuous Improvement: Use support insights to reduce ticket volume, eliminate root causes, and improve the overall customer experience.
Process Optimization: Design and implement scalable workflows that improve efficiency while maintaining a high-quality customer experience across growing OTT businesses.
Tooling & Automation: Evaluate and implement tools, automation, and self-service capabilities where appropriate, while ensuring high-touch support (including voice) is available when it delivers better customer outcomes.
Cross-Functional Alignment: Collaborate with Technology, Marketing, Programming and Audience Insights teams to proactively address issues, improve platform performance, and enhance the customer journey.
Own CX Metrics & Performance: Define, track, and optimize key KPIs (CSAT, churn, retention, resolution time, conversion, customer effort) to drive measurable business outcomes.
Drive Data-Informed Decisions: Leverage existing tools (e.g., Zendesk) and build reporting frameworks and dashboards that surface trends, prioritize opportunities, and improve CX and support operations.
Translate Insights into Action: Analyze customer feedback, contact drivers, and behavioral data to identify root causes and deliver actionable recommendations to leadership.