About the Position:
Title: Customer Experience Manager
Reports To: Operations Manager/Creative Director
Department: Customer Support & Experience
Location: Brooklyn, New York
Job Summary:
The Customer Experience Manager (CEM) for Brooklyn Comic Con and Sexy Nerds will be responsible for managing, developing, and improving all aspects of customer experience and support. This role involves overseeing customer service systems, managing inbound customer requests, maintaining and enhancing FAQs, training and managing support staff, and ensuring all team members are informed about developments and details, especially regarding our conventions business. The CEM will also oversee and manage the info booth and other attendee information services during conventions.
Key Responsibilities:
Customer Support Management:
Oversee and manage inbound customer service requests via email and business text Google Voice line.
Develop and maintain comprehensive FAQs to assist in customer self-service.
Train and manage additional support staff as needed to ensure a high level of customer service.
Internal Communication and Knowledge Management:
Serve as the main hub of knowledge for the brand, ensuring all staff are kept abreast of developments and details.
Conduct weekly information briefings to empower the team with up-to-date information, particularly about the conventions business.
Event Information Services:
Oversee and manage the info booth and other attendee information services during conventions.
Ensure all event-related information is accurate and easily accessible to attendees.
Customer Experience Enhancement:
Continuously evaluate and improve customer support processes to enhance the overall customer experience.
Gather and analyze customer feedback to identify areas for improvement and implement changes as needed.
Collaboration and Coordination:
Work closely with the Operations Manager to align customer experience strategies with overall event objectives and strategies.
Collaborate with various departments to ensure cohesive execution of customer support and experience initiatives.
Key Qualifications:
Proven experience in customer experience management or customer support roles.
Strong organizational and multitasking abilities with attention to detail.
Excellent communication and interpersonal skills for effective customer and team coordination.
Proficiency in using technology tools and software to manage customer support and communications.
Ability to work long hours and weekends, especially during events.
Flexibility to adjust to dynamic event requirements.
Compensation:
The role offers $25+/hr with details to be discussed.
Working Conditions:
Must be able to handle a fast-paced, high-stress environment.
Willingness to work long hours and weekends, particularly during events.
Flexibility to travel and manage customer support across different cities for Sexy Nerds events.
Join our dynamic team at Sexy Nerds and play a pivotal role in bringing our vibrant parties to life! If you are passionate about event production and thrive in energetic environments, we would love to hear from you.