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Back Office Coordinator, Customer Experience - Funimation

Culver City , California

REQ ID JR20-10836 Apply View Saved Jobs

ABOUT FUNIMATION

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.

THE ROLE

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.

RESPONSIBILITIES

  • 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

REQUIREMENTS

  • 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

Seniority Level

Entry Level

Industry

Entertainment

Employment Type

Full-time

Job Functions

Customer Experience

Customer Service

Operations

*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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