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The Wall Street Journal · 17 hours ago

Assistant Manager, Customer Success

Los Angeles - IBD

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $85K/yr

1+ years exp

Investor's Business Daily (IBD) is a leader in stock research and education, helping investors achieve their financial goals. The Assistant Manager of Customer Success will support the Manager in day-to-day responsibilities, ensure teams meet KPIs and SLAs, and drive continuous improvement in customer interactions and operational efficiency.

FinanceFinancial ServicesInternet

Responsibilities

Assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence

Ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals

Take the lead in supporting ongoing functions that ensure the quality of interactions across both teams

Perform Quality Assurance for both the IBD Customer Success and IBD Premium Products teams

Be proactive in ensuring continuous improvement and operational efficiency

Identify opportunities to improve agent performance and/or operational efficiency

Work closely with the Manager of Customer Success on projects to prioritize and implement these ideas

Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes

Assist with or take the lead on establishing documentation, implementing consistent processes, and training staff members on all team-specific procedures

Handle escalated contacts passed on from Supervisors, Team Leads, and Senior Leadership Team as needed

Provide feedback and coaching as needed for development purposes and to ensure accurate and timely support

Generate weekly and monthly productivity reports

Assist with technical (back end) issues for both teams

Take on other tasks and projects to provide support as assigned by the Manager of Customer Success and Director of Customer Engagement

Qualification

Customer service managementContact center metricsLeadership skillsQuality assuranceTechnical supportTeam-building skillsMultitaskingSales skillsGoogle WorkspaceCommunicationFlexibility

Required

Dedication to providing great customer service and have a strong desire for a career in Customer Service management, can work independently and prioritize your work

A solid understanding of contact center performance and quality metrics

Proven leadership skills and take ownership to resolve issues proactively, and can handle high-level escalated complaints professionally and successfully

Leadership and team-building skills needed to motivate and inspire the team toward the achievement of goals and service excellence, and you take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently

Flexibility to provide off-hours coverage to support the global team, as well as to support unscheduled incident and crisis management, and can effectively multitask and utilize time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs

One year of leadership experience in a contact center environment

Excellent written and verbal English communication skills

Experience handling escalated customer concerns

Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions

The ability to work flexible hours as needed to support both domestic and international teams, and are capable of up to 10% travel, including international