Poised to be one of the largest content powerhouses in the world, Inboxlab is an expansive network focused on building successful, high-quality brands around the inbox. Revolutionary in its scope and scale, Inboxlab has brilliantly innovated email—the last undisrupted digital communications platform—to engage and inspire communities via the inbox. Recognized as a Top 50 Startup to Watch in 2019 by Built In Colorado, Inboxlab is proud to be based in Denver and quickly adding to its team of go-getters and entrepreneurs.
Inboxlab presently focuses on two primary verticals: travel and gaming. Our mission-based flagship travel brand, The Discoverer, reaches 3,000,000+ subscribers with its weekly editions and the Inbox Games network currently serves 50,000,000+ game plays per month.
About the Role
As a Customer Service Manager, you must be passionate, friendly and take pride in delivering an exceptional experience to all of Inboxlab’s subscribers. You should love helping people, be an excellent problem solver and use these skills to tackle both customer and technical challenges. As the greatest advocate for the customer, you will work closely with our engineering team to answer difficult questions and fix any bugs in the system. You will manage all day-to-day operations of our content brands while working to improve the customer experience and all support function processes. You must have an eye for innovation and growth, and a strong interest in working at a fast-paced start-up environment.
What you’ll be doing
Document, track and monitor problems to ensure resolution in a timely manner. Ensure tasks are set to the appropriate priority levels and the team responds accordingly.
Maintain in-depth client management support processes to acquire and retain customers and increase their satisfaction. Respond to customer support requests within SLA timeframes.
Monitor, filter and prioritize customer needs.
Maintain current knowledge of industry trends, concepts, practices and procedures and their potential impact on the business.
Manage team schedules, policies, metrics, and performance.
Provide weekly and monthly reporting of team metrics for senior leadership.
Other duties as assigned by management.
What you’ll need to bring
Bachelor’s degree from four-year college or university; and 4 years related experience, including 2 years of supervisory/management experience; or equivalent combination of education and experience
Ability to effectively respond to and interact with all levels of organizational staff
Excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast-paced, growth-oriented and time-critical environment
Exemplify our Core Values
Experience working in teams and the ability to effectively communicate and collaborate with team members
Desire to exceed expectations and always deliver
Extreme attention to detail with a strong focus on Quality Assurance (QA)
Strong time management and estimation experience (i.e. ability to give and stick to a timeline without the need for follow-up)
Ability to work on multiple projects at the same time and help determine priorities based on time, complexity, and availability
Desire to learn new technologies, languages, and frameworks
Please send your resume and portfolio to firstname.lastname@example.org to apply