Back Office Coordinator, Customer Experience - Funimation

Sony Pictures Culver City , CA 90231

Posted 2 months ago

Back Office Coordinator, Customer Experience

  • Funimation

ABOUT FUNIMATION

Funimation creates extraordinary anime experiences for tens of millions of people around

the world every day. For over 25 years, Funimation has been the market leader, serving a passionate fan community whenever, and wherever they want it. We deliver the best that anime has to offer across television, feature films, events, retail, merchandise and, of course, the Funimation subscription apps, which are available on 15 platforms in 47 countries. Our culture is high-energy and our approach is deeply customer-obsessed, with top talent from across the full spectrum of media, tech, gaming and entertainment. With over 400 team members in 6 countries, Funimation is rapidly expanding and looking for passionate, innovative leaders to join our team.

Funimation is an independently-operated joint venture between Sony Pictures Entertainment US, and Aniplex JP, a subsidiary of Sony Music Entertainment Japan, Inc. To learn more about Funimation, visit funimation.com and follow us on Facebook, Twitter, and Instagram.

THE ROLE

Funimation is looking for a Back Office Coordinator, Customer Experience to join our Product & Engineering team. The Back Office Coordinator represents a critical link between our Funimation customers and the Funimation business. The right person for this role will have excellent attention to detail, proactive problem-solving abilities, great writing and communication skills, and an unbeatable drive for customer obsession. They will have proven experience working in frontline or back office Customer Service roles ideally at a technology or media company.

RESPONSIBILITIES

  • Handle escalations from our frontline team, provide guidance on edge cases and flag any agent knowledge gaps to our Knowledge Management and Training team

  • Validate and solve technical issues flagged by the customer by replicating experiences and working with internal stakeholders to identify a resolution

  • Complete deep dive reviews and documentation on executive level escalations

  • Monitor App Review and Social Media posts and provide on-brand and humanized responses to any Customer Service related queries

  • Surface actionable customer experience and process improvement opportunities and liaise with teams across the business to prioritize and implement these items

REQUIREMENTS

  • 3+ years of Customer Service experience in either frontline or back office teams

  • 1+ year experience handling Social Media responses within a Customer Service team

  • Strong deep diving and proactive problem-solving skills

  • Excellent verbal and written communication skills, ability to capture the Funimation style and tone within your writing

  • Highly organized, efficient and proactive, with an ability to prioritize multiple tasks

  • Strong interpersonal, teamwork, and organizational skills with an emphasis on delivering exceptional customer service

  • Proven ability to adapt and quickly change direction when necessary in a fast-paced, dynamic environment

NICE TO HAVES

  • Experience of managing a team

Seniority Level

Entry Level

Industry

Entertainment

Employment Type

Full-time

Job Functions

Customer Experience

Customer Service

Operations

  • Funimation is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

  • Sony Pictures

  • CA - Culver City Area & Studios
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Principal Business Intelligence Engineer Funimation

Sony Pictures

Posted 2 days ago

VIEW JOBS 3/6/2021 12:00:00 AM 2021-06-04T00:00 Principal Business Intelligence Engineer - Funimation ABOUT FUNIMATION Funimation creates extraordinary anime experiences for tens of millions of people around the world every day. For over 25 years, Funimation has been the market leader, serving a passionate fan community whenever, and wherever they want it. We deliver the best that anime has to offer across television, feature films, events, retail, merchandise, and, of course, the Funimation subscription apps, which are available on 15 platforms in 47 countries. Our culture is high-energy and our approach is deeply customer-obsessed, with top talent from across the full spectrum of media, tech, gaming, and entertainment. With over 400 employees in 6 countries, Funimation is rapidly expanding and looking for passionate, innovative leaders to join our team. Funimation is an independently-operated joint venture between Sony Pictures Entertainment US, and Aniplex JP, a subsidiary of Sony Music Entertainment Japan, Inc. To learn more about Funimation, visit funimation.com, and follow us on Facebook, Twitter, and Instagram. THE ROLE We are looking for a Principal Business Intelligence (BI) Engineer with a passion for understanding data, developing dashboards, and designing analytics systems to join the Center for Data and Insights team. This position will report to the VP, BI & Analytics, and will work closely with the data engineers and analysts to manage the BI platform. The Principle BI engineer will also work with leads from Marketing, Product, Content, Commerce, and Finance departments to design and build centralized systems of intelligence. The right person for this role will be a self-starter and will be energized by the opportunity to build the BI function from the ground-up. Responsibilities: * Work with business users directly to gather requirements, develop solutions, and provide insights using business intelligence platforms like Tableau, SuperSet, Power BI, and Google Analytics. * Design, build, and maintain Google Tag Manager and Google Analytics implementations to ensure accurate business and data analysis. * Build and manage existing business intelligence platforms and monitor key metrics. * Work with large, complex databases, OLAP engines, data warehouses, and data lakes. * Create and maintain technical documentation and follow Agile methodologies. * Work with offshore and onsite teams and own sprint planning and management * Create unit and stress test scripts/modules. * Write well-abstracted, reusable, and efficient code for retrieving data from any data store. Requirements: * 7+ years of experience in BI and analytics software development. * Experience in building automated low latency executive and departmental dashboards * Experience in Web and Product analytics tools like Google Analytics, Amplitude, etc. * Strong scripting, programming, and SQL skills, preferably using Python, Ruby, and ANSI SQL. * Experience in setting up a self-service Business Intelligence environment using tools like Tableau, Superset, Imply, PowerBI, etc. * Experience in compute and orchestration technologies and tools like Databricks, Airflow, etc. * Experience with and understanding of event data collection tools like Snowplow Insights, Segment, Google Tag Manager, mParticle, Tealium, etc. * Experience with AWS services like Kinesis, Athena, Glue, etc. * Experience with OLAP engines like Druid, Clickhouse, etc * Experience with Cloud data warehouses like Redshift, Snowflake, etc. * Working knowledge of statistical analysis using tools such as R. * Experience working with large data sets (Terabytes of data/ billions of records). * Ability to work with others: You have excellent interpersonal skills. You're a good listener. You place the success of the company ahead of any particular idea. Proven ability to work across a matrixed organization * Highly articulate and an excellent communicator, with strong influencing skills and the ability to communicate well with peers and senior executives, locally and in different regions * BS in Computer Science, Information Systems, or a related field. * Must have legal right to work in the U.S. Funimation offers competitive compensation along with a comprehensive benefits package to include health, dental, vision, life, short & long-term disability, 401(k) with a generous company match, ongoing employee development. * Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics. * Sony Pictures - CA - Culver City Area & Studios Sony Pictures Culver City CA

Back Office Coordinator, Customer Experience - Funimation

Sony Pictures