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Brightcove is a venture-backed startup pioneering a new online service for the delivery of Internet TV. We are searching for an exceptional person who is passionate about, and who has senior management experience in, customer service. Responsibilities will include creation, implementation and ongoing management of our customer service program and infrastructure, some of which may ultimately be outsourced. This position will report to the Vice President of Business Development & Strategy.
Working for Brightcove will give you a unique opportunity to join a startup on the ground floor and play an integral role building a new consumer-facing brand that promises to transform the media industry and change the way people throughout the world watch and consume video.
Responsibilities
– Develop and administer systems, policies and procedures for all areas of responsibility across the spectrum of simplicity of user interface through to purchase and any subsequent billing, processing, procedural and fraud-related issues.
– Develop, execute, maintain and be accountable for baseline metrics that monitor and continuously improve customer service levels.
– Consistently analyze data, generate reports and execute action plans based upon metrics and performance targets and share these findings with other departments.
– Proactively and consistently monitor and implement methods of improving customer service – identify potential problem areas before they arise as well as continuously implement ways to improve areas that are not necessarily problem areas but, if improved, will result in a higher quality service.
– Maximize 1:many automated service solutions while balancing this requirement against those cases which need 1:1 customer service.
– Must be a team player and support/collaborate with Sales, Marketing and Technology to enable the
– Company to achieve its performance targets and participate in the development and vetting of new product development opportunities.
– As the company grows, build and manage a dedicated service support team, a substantial proportion of which will be outsourced.
Qualifications
– BA/BS in sales, business management or related field. MBA preferred, but not required.
– 5+ years hands-on experience in the customer service department of a consumer facing business.
– History of setting and exceeding performance targets.
– Knowledge of leading-edge technical customer service solutions and their potential applicability to this business.
– Demonstrated significant initiative, instrinsic leadership and team motivation/management skills.
– Demonstrated ability for strong project management and execution.
– Strong technical understanding and appreciation.
– Strong analytic skills/comfort with managing and analyzing financial and quantitative data.
– An ability to effectively defuse sensitive or highly charged situations including those involving fraud.
– Proven ability to operate effectively in a fast-paced, entrepreneurial startup in which cross-functional teamwork and initiative is a must.
– Excellent written, oral and interpersonal communication skills.
Location: This position is based in Cambridge, Massachusetts.
Applications: To apply for this position, please send your resume to bizcareers@brightcove.com
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