ThumbPlay is the leading consumer brand in wireless entertainment. The company distributes mobile content to consumers directly from its web site, http://www.thumbplay.com, and is rapidly expanding into other services and channels.
ThumbPlay is looking for an Office Manager/Customer Support Manager who will be responsible for the successful day-to-day operations of both office management and customer support at the company. In this position, you will handle the office operations, meeting scheduling, light accounting, ordering of supplies, and working with vendors. In addition, you will support Thumbplay customers, which includes: creating FAQs and other support documents, such as user guides, that will be published on the company’s web site. You will also be an expert with the company’s CRM software, which is used for publishing FAQs, managing in-bound and out-bound customer service emails, tracking CSR performance, and reporting on key metrics such as service spikes and top FAQs. You will supervise, interview, and hire staff for technical support, provide initial as well as ongoing training for CSRs, and handle all second and third level support calls.
Primary responsibilities
- Manage day-to-day operations of the office
— Order supplies and work with vendors
—Coordinating meeting and travel scheduling
— Handling accounts payable/receivables for the office
- Manage Customer Support functions
—Manage all aspects of the company’s CRM software, including staff training and content updates on the hosted service
— Hire, train, and provide leadership for a team of CSRs
— Work closely with product and engineering departments to remain on top of release schedules and be able to anticipate customer comments and questions before product releases
— Be “the voice of the customer”
— Set productivity standards and goals; monitor daily, weekly, monthly progress and report to the senior management team on results.
Required qualification
- 2-3+ years of experience with office administration
- 2-3+ years of experience in customer support at a wireless or online media company
- Strong background in CRM software, such as Kana, RightNow, or other products for managing email queues, knowledge bases, and key customer metrics
- Strong project management and organizational skills
- Strong ability to build and maintain relationships with CSRs and other team members
- Natural inclination for technical troubleshooting
- Skilled with MS Office
- BS/BA
Contact Info:
Please send resumes with “Customer Support/Office Manager” in the subject field to merrie@thumbplay.com. No phone calls please.
Comments have been disabled for this post