Back Office Coordinator, Customer Experience - Funimation
Culver City , CaliforniaREQ ID JR20-10836 Apply View Saved Jobs
Funimation creates extraordinary anime experiences for tens of millions of people around
the world every day. For over 25 years, Funimation has been the market leader, serving a passionate fan community whenever, and wherever they want it. We deliver the best that anime has to offer across television, feature films, events, retail, merchandise and, of course, the Funimation subscription apps, which are available on 15 platforms in 47 countries. Our culture is high-energy and our approach is deeply customer-obsessed, with top talent from across the full spectrum of media, tech, gaming and entertainment. With over 400 team members in 6 countries, Funimation is rapidly expanding and looking for passionate, innovative leaders to join our team.
Funimation is an independently-operated joint venture between Sony Pictures Entertainment US, and Aniplex JP, a subsidiary of Sony Music Entertainment Japan, Inc. To learn more about Funimation, visit funimation.com and follow us onFacebook,Twitter, andInstagram.
Funimation is looking for a Back Office Coordinator, Customer Experience to join our Product & Engineering team. The Back Office Coordinator represents a critical link between our Funimation customers and the Funimation business. The right person for this role will have excellent attention to detail, proactive problem-solving abilities, great writing and communication skills, and an unbeatable drive for customer obsession. They will have proven experience working in frontline or back office Customer Service roles ideally at a technology or media company.
Handle escalations from our frontline team, provide guidance on edge cases and flag any agent knowledge gaps to our Knowledge Management and Training team
Validate and solve technical issues flagged by the customer by replicating experiences and working with internal stakeholders to identify a resolution
Complete deep dive reviews and documentation on executive level escalations
Monitor App Review and Social Media posts and provide on-brand and humanized responses to any Customer Service related queries
Surface actionable customer experience and process improvement opportunities and liaise with teams across the business to prioritize and implement these items
3+ years of Customer Service experience in either frontline or back office teams
1+ year experience handling Social Media responses within a Customer Service team
Strong deep diving and proactive problem-solving skills
Excellent verbal and written communication skills, ability to capture the Funimation style and tone within your writing
Highly organized, efficient and proactive, with an ability to prioritize multiple tasks
Strong interpersonal, teamwork, and organizational skills with an emphasis on delivering exceptional customer service
Proven ability to adapt and quickly change direction when necessary in a fast-paced, dynamic environment
NICE TO HAVES
Experience of managing a team
*Funimation is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
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