Customer Support Manager - Internal Operations

This position has been filled - Job#: 5573

Job Summary

Customer Support Manager - Internal Operations

41395BR

Communications

Cable Entertainment

Responsibilities

Role Purpose
Bluprint is known for compassionate, friendly and effective customer service. We're looking for somebody to drive the Customer Support strategy by analyzing data, systems and team efficiencies. This role work closely with our Manager of Customer Support Member Engagement to lead and grow a team that is passionate about creating the best experience for our members.

Responsibilities

Providing daily management and coaching of ~50% of the Customer Support team, with an additional concentration in internal efficiencies, systems, tools and processes.
Responsible for all CS data and reporting, including analysis and the communication of insights to functional leaders
Maintaining ownership of tech integrations, including future automations through ZenDesk and other tools
Maintaining and updating internal tools (ZenDesk, Sprout Social, scheduler, other internal tools) to ensure optimal usage, and managing tactical relationships with all of our external vendors
Owning all process documentation (Lessonly, Confluence, etc.) to ensure consistency across the team and effective onboarding of our new hires, including training
Strengthen and foster a team of direct reports comprised of a Supervisor, Senior Associate and 7-10 Associates

Qualifications/Requirements

Basic Qualifications
- Bachelor's degree
- 1+ years experience in Customer Support Management
Eligibility Requirements
- Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered
- Ability to be "on call" during high volume times and/or weekends
- Must be willing to work in Denver, CO
- Must have unrestricted work authorization to work in the United States

Desired Characteristics

- Exceptional data analytical skills and ability to spot trends
- Passion for insights, creative thinking and telling stories
- Excellent written and verbal communication skills
- Strong sense of curiosity and attention to detail
- Willingness to challenge the status quo and propose new, creative solutions, backed by data
- Passion for the notion of service and commitment to creating raving fans through top-tier, industry leading customer support
- Ability to collaborate with other functional leaders on a regular basis to elevate our level of service and the team as a whole
- Thrive in a fast-paced and quickly changing environment, embracing change and spreading positivity throughout the team
- Commitment to doing what's right by our members
- Ability to adapt and change your perspective based on new information
- Authentically connect with our members by relating to their passions
- Gain energy and satisfaction from coaching direct reports in their careers and identifying skillbuilding opportunities
- Desire to create exceptional experiences and be part of something special

Sub-Business

Bluprint

Career Level

Experienced

City

Denver

State/Province

Colorado

Country

United States

About Us

At NBCUniversal, we believe in the talent of our people. It's our passion and commitment to excellence that drives NBCU's vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It's what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

Notices

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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