Skybound Entertainment is looking for a Customer Experience Manager to manage our customer experience team and ensure that all Skybound fans and customers receive an exceptional experience. As the lead on the Customer Experience team, you will not only lead the day-to-day customer service, but also help in creating a customer-centric approach in all aspects of business expansion.

The ideal candidate is the ultimate problem solver, is compassionate and loves to help, but also has an entrepreneurial mindset and understands how to streamline business processes to create the best experience for customers.

Reports: This position will report to the Senior Director of Operations

Responsibilities:

• Be the day-to-day liaise between the CS team and internal Skybound teams for all customer service queries, ensuring efficient communication and timely resolutions.
• Become an expert on all Skybound products and answer any questions that customers or the team might have. Provide direction and support to the team.
• Provide internal stakeholders regular reporting and insights on the customer experience process.
• Share actionable data reports and trends based on customer feedback that can be used to improve the customer experience and products on our e-commerce platforms.
• Define KPIs for the team and the customer service process, with the ultimate goal of providing a frictionless experience to all customers.

Basic Qualifications:

• 2-3 years of customer service experience, preferably in collaborating with or leading teams.
• Quantitatively sound and metrics/data friendly; applies measurement to define success and prove traction.
• Track record of growing customer satisfaction and creating an exception customer experience.
• Experience with using software such as Zendesk or Freshdesk.
• Leadership skills in taking executive decisions and being entrepreneurial in the face of crisis.
• Flexible schedule based on business needs.
• Strong problem-solving and organizational skills.
• Exceptional communication skills.
• Ability to work in a fast-paced environment.

Job Type: Extempt, Full-Time

Salary Range: $68,000-$72,000 per year

• Actual base salary is dependent on several factors including but not limited to; market dynamics, location and region, experience, specialized skills/training (education), level of responsibility, budgetary considerations, tenure at the company (for current employees), etc
• The salary range listed is just one component of the total compensation package for employees
• Compensation decisions are dependent on circumstances of each role

Skybound offers a wide array of benefits including medical, dental, vision, life insurance, flexible spending and dependent care accounts, as well as free counseling through our Employee Assistance Program (EAP). We also offer a 401K plan with 4% match, 12 weeks of paid parental leave, generous time off, wellness benefits, and tuition reimbursement. This role may also qualify for a possible discretionary bonus annually.

Company Overview

Skybound is a multiplatform content company working closely with creators and their intellectual properties, extending stories and universes to new platforms, including comics, television, film, tabletop and video games, books, digital content, events, and beyond. We are home to critically-acclaimed global franchises, including The Walking Dead and Invincible.

Skybound Games produces, publishes and distributes video and tabletop games across all genres, including the multi-million-unit selling The Walking Dead video game series. In addition to our wholly-owned franchises, we work with independent developers to foster and create original games with compelling characters and worlds, strong creator and artistic focus, and innovative approaches to engaging genres.

Equal Opportunity Employer

At Skybound we value diversity and are looking for extraordinary employees of all backgrounds! Skybound is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, hair texture or veteran status. In addition to federal law requirements, Skybound complies with all applicable state and local laws governing nondiscrimination.

Skybound will consider applicants with criminal histories in a manner consistent with the CA Fair Chance Act and Los Angeles Fair Chance Initiative for Hiring Ordinance.