Experienced Customer Support Manager for Tech / Entertainment Company

Reveel Entertainment is looking for an experienced customer support manager to join their team. Reveel Entertainment is a growing media company with multiple brands, including our moving streaming site, news outlet, and various shows and related brands.

The new Customer Support Manager will be responsible for:

Establishing processes for new customer support department
Helping structure and build knowledge base
Monitoring knowledge base and identifying new topics/articles based on customer inquiries
Managing current flow of support tickets across brands & departments
Communicating with appropriate teams & leaders to resolve issues
Measuring and optimizing support efficiency

The right person will have experience managing & developing support teams/processes across multiple departments and mediums, and be confident to communicate needs or features required to provide better support.

Current support applications include:

Internal technical support across multiple apps & processes
High Level CRM
Custom-built CMS for Reveel streaming site
Custom-built CRM for ---------- sales department, and onboarding/managing clients
Asana/Trello/G-suite and other apps used for task & project management
External customer support for streaming site & external users of branded sites/logins
Billing, access, and feature utilization for clients & advertisers of Negotiators show
Users (viewers) on Reveel streaming app across multiple OTT apps, subscriptions (future), ---------- Q1, Advertisers support as we onboard them starting in Q1

You do not need to be the top expert in every arena, but you do need to be able to learn current processes, be very proficient in documentation for internal support teams as well as knowledge base for clients opening tickets, and confident troubleshooting basic issues from tickets before escalating to appropriate teams (with time to learn our platforms of course).

When you begin, you will be the primary support person, and at our pace of growth plan to hire additional agents that you will manage in 2022. So our processes, documentation, platforms, etc. will need to be developed and running smoothly prior to that.

You must be comfortable in a startup environment, where there are fluctuating needs & demands, and you must be willing to help out where you’re able, but also comfortable communicating if you feel you’re getting pulled outside of support too often or need additional assistance.

We are currently using Jira for internal tickets, and have just started setting up Freshdesk for customer-facing tickets across brands, and knowledge base.

This position will be required to work on USA ---------- will likely start at full time, but can begin at less if you are finishing other commitments.

To ensure you read this in its entirety, please tell me the first 2-3 steps you’ll take to understand our organization and develop initial support processes.

Also, please provide your desired salary for this position, and confirm you are comfortable working on US time zone.