Customer Service Manager

Bentkey Ventures (The Daily Wire) is looking for an Customer Service Manager to join our team and play a key role in supporting our Marketing department. The Customer Service Manager will manage customer service channels to impact audience growth, engagement, and satisfaction. Our ideal candidate for this role is a self-starter and a team-player with great written and verbal communication skills who enjoys helping solve problems for people. If you feel you are the right fit for our team, we look forward to hearing from you!


Responsibilities

  • Manage internal and out-sourced audience support team to help achieve customer service goals, including reply time and customer satisfaction metrics
  • Provide resolution for customer service tickets and phone calls that require escalated access and knowledge
  • Report customer service issues or bug reports to the appropriate parties
  • Maintain a knowledge base of frequently asked questions related to customer service issues
  • Look for opportunities to improve customer service processes
  • Perform other duties as assigned.


Experience & Requirements:

  • LA-based
  • 3+ years of experience in customer service 
  • Outstanding guest service / hospitality skills
  • Strong ability to remain patient, calm, and gracious under stressful circumstances and when tending to disgruntled customers
  • Proficiency with Zendesk or related customer service software
  • Outstanding email and phone skills, including communication and grammar
  • Strong sense of empathy and ability to relate to people and resolve issues
  • Interest in and/or familiarity with the political and editorial news landscapes a plus
  • Proficient Microsoft Office skills (Word, Excel, and PowerPoint)


Reports to: Director of Audience Engagement
Start date: Immediate
Employment type: Full-time; Exempt
Compensation: $50K-$70K; Dependent upon experience
Benefits: Health insurance options (medical through Anthem; dental and vision through Guardian); Paid Time Off; 401k (5% match)


To learn more about Bentkey, please visit the following 
Daily Wire Facebook and YouTube page links:
https://www.facebook.com/pg/DailyWire/videos/?ref=page_internal
https://www.youtube.com/channel/UCaeO5vkdj5xOQHp4UmIN6dw


Please Note: Bentkey Ventures participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization.


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