Customer Support Manager (remote)

  • Los Angeles, CA, USA
  • Employees can work remotely
  • Full-time

Company Description

Seed&Spark is a platform that helps build sustainable careers for diverse creators and amplifies the cultural impact of the work that they make. For most of the past decade, Seed&Spark has cultivated equity and inclusion in entertainment, building an unprecedented pipeline of stories from unique perspectives told by people around the world. Leveraging our exceptional content library, we've created a first-of-its-kind inclusive workplace culture program built around film.

We have a passionate team of smart, creative and purpose-driven experts working hard to change the entertainment industry for the better.

We are a remote organization, with all employees working from home within the U.S.

Job Description

About the Role

This role is responsible for overseeing and handling all crowdfunding customer support. A Customer Support Manager with Seed&Spark should be a Subject Matter Expert (“SME”) in our client interfacing site, admin workspace and associated support tools such as Intercom. 

The Customer Support Manager will field customer inquiries via chat, email, social and phone, serving as the primary representative managing all tiers of customer support. This role will also identify pain points for users and, with a problem-resolution mindset, be a liaison between the internal product & engineering team and external customers to help all sides have a clear and level-appropriate understanding of issues. This manager will serve as the face of Seed&Spark to crowdfunding campaign owners, their team representatives and campaign backers, providing a customer-friendly, customer service mindset when assisting them. 

You are part of the Creator Success team, reporting directly to the Head of Creator Success, and will work closely alongside Product Management to ensure our customers are well represented in our internal decision-making while also building a sustainable, scalable business. This is a full-time position.

 

About YOU

You love helping others. People are your jam. And with your customer support experience, you have no problem sharing a few stories about times that you really showed up for a customer, or helped them in an impactful way. You’ve been in the customer support game for a little while now and know how to connect with different kinds of people. You definitely have strong writing and communication skills, and when needed, can cater the same information to people who need to hear it differently.

We are all working remotely for the foreseeable future, so it’s important that you are proactive in your internal and external communication. You’re a team player, and we’re looking forward to building a team environment in which we care for each other’s psychological safety, have our voices heard and shift each others’ perspectives. 
 

Expected Outcomes for the Customer Support Manager:

  • Achieve OKR and KPI targets

  • High customer satisfaction scores

  • 100% compliance on customer support SLAs

  • Consistent, efficient customer support reporting


 

Core Activities for the Customer Support Manager:

  • Own crowdfunding customer support, from empathetically answering questions and solving problems via chat, email, social and phone, to tracking questions, and observing points of improvement to relay to the product team and creator team. Support includes:

    • Tier 1 customer service support to Seed&Spark creators and customers, providing information and answers to platform inquiries and technical questions. This can include accessing the administrative end of our crowdfunding platform.

    • Tier 2 technical customer service support issues, managing the issue directly or, when appropriate, facilitate troubleshooting and resolutions of those issues with Seed&Spark team members, using established escalation paths. Common tier 2 issues include working with Stripe, our payment processor, to help address payment-related issues with creators or their backers. Other issues may include accessing other 3rd party applications integrated with our crowdfunding platform.

    • Manage support tickets in a timely manner, opening, tagging and closing out tickets within Seed&Spark’s established SLAs

    • Maintain an empathic and positive approach with customers

  • Provide customer support management best practices:

    • Oversee the hiring, onboarding and work of 3rd party support agents

    • Create and maintain clear support documentation, process requirements & customer knowledge base (ex: FAQs)

    • Share tips and processes with other business units as requested

  • Monitor successful campaign payout processes, troubleshooting, working with engineering and working with the payment processor to resolve issues, as needed 

  • Creatively come up with workarounds in times of need, communicating those solutions with the appropriate team members.

  • Report and triage priority bugs and issues with product and engineering

  • Organize and deliver customer support KPI reporting, such as reports on types of issues received, addressed, escalated, etc

  • Create and schedule customer support channel Out of Office messaging as needed

  • Participate in Product & Engineering SCRUM processes and ceremonies, as needed

  • Be back-up support for Film Forward when needed (Film Forward is another business unit within Seed&Spark)

  • Other support-related duties as needed or requested by manager or the business

  • Write quarterly OKRs and update progress to management on a monthly basis

  • Ensure proper documentation of process flow, necessary deliverables, and timelines for coverage and training purposes.

  • Proactively communicate roadblocks

  • Assist with hiring and onboarding of new team members, as needed

  • Represent Seed&Spark's values in the world, with a deep commitment to diversity and inclusion

Qualifications

Preferred skills and experience:

  • 3+ year(s) in a customer support role working across multiple channels - chat, email, social and phone

  • A love for working with customers

  • Excellent written and verbal communication skills

  • Experience with Intercom, managing tickets, creating and delivering reports and updates against goals

  • Proven success in creative problem solving

  • Experience working with creators or artists is a plus

  • People management or vendor management is a plus

  • Passion for diversity and inclusion

  • Fluent in English

  • Team player attitude

  • Strong time management and organizational abilities

  • Highly responsive and reliable

  • Growth Mindset

  • Quick learner

Additional Information

Worried that you don’t have all the exact preferred experience listed here but really interested in this role? Don’t let that stop you from applying! We know that great talent can come from unexpected places so, in your cover letter, let us know why you’re a great candidate, why you’re excited for this role and how you would excel.

This position will work remotely/from home within the United States. Candidates do not need to be located within the Los Angeles area.

All your information will be kept confidential according to EEO guidelines.