Dow Jones ยท 1 day ago
Assistant Manager, Customer Success
Los Angeles, CA
Full-time
Onsite
Entry, Mid Level
$70K/yr - $85K/yr
1+ years expDow Jones is a leader in stock research and education, and they are seeking an Assistant Manager of Customer Success. In this role, you will support the Manager of Customer Success in daily operations, ensuring that the Customer Success and Premium Products teams meet their performance goals and continuously improve customer interactions.
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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
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
Preferred
One year of operational and people management experience in a contact center (preferred)
Experience as an agent in a busy environment supporting multi-channel customer contacts (preferred)
Experience with scheduling work and implementing work assignment adjustments to meet changing work priorities and ensure goal fulfillment (preferred)
Familiarity with Google Workspace (G-Suite) tools (desired)
Experience with sales/customer retention skills (desired)
Bachelor's degree preferred, or equivalent work experience (desired)
Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Company
Dow Jones
Dow Jones is a news and business information provider that delivers content to consumers and organizations via newspapers and more.
1001-5000 employees
H1B Sponsorship
Dow Jones has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (45)
2024 (40)
2023 (48)
2022 (72)
2021 (44)
2020 (39)
Funding
Current Stage
Late StageTotal Funding
unknown2007-12-13Acquired
Leadership Team
Almar Latour
CEO, Dow Jones & Publisher, The Wall Street Journal
Sarah Cottle
Executive Vice President and General Manager, Energy
Recent News
Company data provided by crunchbase