Assistant Manager, Customer Success

Job Description:

About the Team:

Investor's Business Daily (IBD) is the leader in stock research and education. For over 35 years, IBD has helped countless investors around the world make more money in the market and achieve their financial goals. Founded with the mission of democratizing stock investing, IBD provides its customers access to the same type of research Wall Street uses to make decisions. All of IBD's products and content are based on a time-tested investing methodology, which uses fundamental and technical analysis to identify leading stocks before their big price increases. IBD helps its customers succeed in the market with its unparalleled stock research including market-beating stock lists, proprietary stock ratings and powerful investing tools that help them make more profitable trading decisions. In addition, IBD provides customers with world-class investing education that includes product coaching, interactive webinars, live and virtual workshops, videos, online courses and more. IBD joined the Dow Jones and News Corp family of companies in May 2021.

About the Role

As the Assistant Manager of Customer Success, you will assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence. You will ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals. You will be based in our Los Angeles office reporting to the Manager, Customer Success.

You Will:

• Assist the Manager of Customer Success in the delivery of their day-to-day responsibilities, and deputize in their absence
• Ensure the IBD Customer Success and IBD Premium Products teams are achieving KPIs and SLAs and are executing all objectives to meet established goals
• Take the lead in supporting ongoing functions that ensure the quality of interactions across both teams
• Perform Quality Assurance for both the IBD Customer Success and IBD Premium Products teams
• Be proactive in ensuring continuous improvement and operational efficiency
• Identify opportunities to improve agent performance and/or operational efficiency
• Work closely with the Manager of Customer Success on projects to prioritize and implement these ideas
• Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
• Assist with or take the lead on establishing documentation, implementing consistent processes, and training staff members on all team-specific procedures
• Handle escalated contacts passed on from Supervisors, Team Leads, and Senior Leadership Team as needed
• Provide feedback and coaching as needed for development purposes and to ensure accurate and timely support
• Generate weekly and monthly productivity reports
• Assist with technical (back end) issues for both teams
• Take on other tasks and projects to provide support as assigned by the Manager of Customer Success and Director of Customer Engagement

You Have:

• Dedication to providing great customer service and have a strong desire for a career in Customer Service management, can work independently and prioritize your work
• A solid understanding of contact center performance and quality metrics
• Proven leadership skills and take ownership to resolve issues proactively, and can handle high-level escalated complaints professionally and successfully
• Leadership and team-building skills needed to motivate and inspire the team toward the achievement of goals and service excellence, and you take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
• Flexibility to provide off-hours coverage to support the global team, as well as to support unscheduled incident and crisis management, and can effectively multitask and utilize time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs
• One year of leadership experience in a contact center environment
• Excellent written and verbal English communication skills
• Experience handling escalated customer concerns
• Experience supporting applications in a web environment, corporate intranets, and integrated knowledge solutions
• The ability to work flexible hours as needed to support both domestic and international teams, and are capable of up to 10% travel, including international
• One year of operational and people management experience in a contact center (preferred)
• Experience as an agent in a busy environment supporting multi-channel customer contacts (preferred)
• Experience with scheduling work and implementing work assignment adjustments to meet changing work priorities and ensure goal fulfillment (preferred)
• Familiarity with Google Workspace (G-Suite) tools (desired)
• Experience with sales/customer retention skills (desired)
• Bachelor's degree preferred, or equivalent work experience (desired)

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at IBDtalentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role

Pay Range: $70,000 - $85,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..