What are the responsibilities and job description for the Customer Experience Operations Analyst position at Crunchyroll?
About Crunchyroll
WE HELP EVERYONE BELONG. IT'S OUR PURPOSE.
Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200 countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it's powered by the anime content we all love.
Join our team, and help us shape the future of anime!
About the role
As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations. You understand customer support ticketing systems and how to audit and standardize the infrastructure and automate workflows. You will collaborate with several teams to pull ad hoc reports, create dashboards, investigate ticket flow issues, and provide insights to enhance customer experience.
- Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes.
- Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends globally, including ticket volume and agent productivity.
- Interpret and present data to Customer Experience teams and multiple departmental leaders.
- Develop and implement triggers and automations within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields.
- Standardize tagging and collection methodology across multiple channels and lines of business.
In the role of Customer Experience Operations Analyst, you will report to the Senior Manager, Analytics and Customer Experience Incident Response.
We are considering applicants for the locations of San Francisco, Culver City, or Dallas.
About You
We get excited about candidates, like you, because...
About the Team
This Customer Experience Analytics team will be a brand new team within the greater Customer Experience ecosystem; one designed to focus specifically on ensuring both the customers and our agents have a streamlined and accurate experience. This team will provide data-driven insights that support Customer Experience leaders in making informed decisions. Communication and interdepartmental collaboration will be important as we identify and convey pain points within the company to guide improvements.
Why you will love working at Crunchyroll
In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks :
LifeAtCrunchyroll #LI-Hybrid
The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll's Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.
Pay Transparency - San Francisco, CA
78,812-$98,515 USD
About our Values
We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value
Our commitment to diversity and inclusion
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.
Questions about Crunchyroll's hiring process? Please check out our Hiring FAQs :
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Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.
Salary : $78,812 - $98,515
