Customer Service Manager

Customer Service Manager

About Us:
Tapjoyis the leader in discovery, engagement, and monetization services for mobile applications. The company's turnkey in-app advertising platform helps developers acquire cost-effective, high-value new users, drive engagement within their applications, and create incremental income by providing an ad-funded payment method. The Tapjoy network spans over 10,000 apps and 220 million global consumers on iOS, Android and other emerging mobile platforms, delivering more than 1.5 million advertising actions per day to app developers and brand advertisers. Tapjoy is headquartered in San Francisco with offices in Silicon Valley, London and Tokyo. Investors include Interwest Capital, North Bridge Venture Partners, D.E. Shaw Ventures, Rho Ventures and J.P. Morgan Asset Management.
Responsibilities:
We are seeking a talented Service Representative to manage our Customer Support Team. The Customer Support Manager is responsible for answering customer inquiries and supervising, training, providing guidance and mentoring the Customer Support Team as needed. The ideal candidate will possess a passion for customer care and be comfortable working in a very fast paced environment, where change happens at a rapid pace. The Customer Support Manager will work in a team environment to solve customer complaints and issues. Essential duties and responsibilities may include, but are not limited to, the following as additional roles and/or focus will be needed as the company and department continues to grow and evolve:
* Provide daily direction and communication to employees so that customer service inquiries are answered in a timely, efficient, knowledgeable and professional manner
* Work with, mentor and actively develop staff
* Handle escalated customer complaints
* Show excellent attention to detail
* Ability to meet targets and deadlines
* Organize workload for efficient time-management
* Maintain quality service standards
* Adhere to policies and procedures
* Provide customers with a timely resolution
* Ad hoc projects depending on needs of the Customer Support Team
Requirements:
* Passion for customer support, social media and online gaming
* A minimum of five years customer support experience and three years hands-on experience as a manager with a rapidly growing, venture-funded startup
* Prior customer support experience within a social media or online gaming environment is a plus
* Excellent verbal and written communication skills
* Highly detail oriented; ability to meet deadlines and effective problem solving skills
* Excellent communication and interpersonal skills
* Ability to operate independently with minimal supervision
* Ability to work cooperatively and collaboratively with all levels of employees and management
* Self-motivated person with a positive, professional attitude
* High capacity to operate effectively in turbulent startup environment
* Progressive, consistent work history and excellent references
* Experience in CRM tools
* Proficiency in MS Office required
* Degree preferred
It’s an exciting job with awesome perks, in the fastest and largest growing industry in the world!
* Competitive Compensation
* Comprehensive Medical, Dental and Vision Benefits
* Paid Time Off
* A downtown San Francisco Headquarters, easily accessible by Public Transit
* Equipped with the latest MacBook Airs &Pros, Cinema Displays and iOS/Android Phones/Tablets
* Neverending snacks and 2 kegerators with delicious beers on tap for your enjoyment!
* Lunch on us when working from our SF Headquarters