Senior Customer Experience Manager
MoviePass, United States

MoviePass is looking for an experienced CX manager to help grow its rapidly expanding subscription service. The role will have the unique opportunity to scale a fast-growing support team and help shape the overall user experience.

Your team is at the frontlines of the customer experience, providing chat/email support for users along the customer journey with key issues including subscription/billing management, movie check-ins, app troubleshooting, and answering any questions that prospective users may have about the service offering. You will synthesize both qualitative and quantitative data from our customers to help inform key business decisions.

Requirements

You have:

• 3+ years of experience in CX in a tech/startup environment
• Experience managing a CX team, on-site or near shore
• Experience in setting up new systems and processes for a rapidly growing CX infrastructure
• Analytical/data driven mindset in addressing changes to business needs
• Ability to be part of a leadership team and feel comfortable voicing your opinion on business matters
• Ability to work cross functionally with other department needs including Marketing and Product/Engineering
• Demonstrated ability to quickly identify, document, and prioritize technical issues to create positive customer outcomes
• Passion for moviegoing!

Bonus Points:

• Knowledge of Kustomer or a similar CX ticketing software
• Experience with JIRA
• Cross-Collaboration with a BPO or outsourced CX team
• Past work experience with either a marketplace or subscription business model

Benefits

Salary range: $65,000 - $75,000

Job Rewards and Benefits