BEN’s TubeBuddy: Director of Customer Success
BEN’s TubeBuddy division is seeking a Director of Customer Success to lead and manage a team of support and community reps.
The ideal candidate is an experienced leader who can effectively manage the team and is ready to roll up their sleeves to provide best in class customer support and community engagement.
The Director must have strong empathy for our amazing customers, as well as a passion for delivering great customer experiences.
The Director is responsible for creating customer success processes, implementing new strategies, and the right systems needed to ensure customers are successful in their usage and adoption of the TubeBuddy platform.
Reporting to the VP of Community, this position will be focused on resolving customer issues and building long-term relationships through support, community platforms, and social channels.
The Director of Customer Success will be instrumental helping to keep our customers happy and build a thriving TubeBuddy community!
We need a self-starter with a friendly attitude and patience for promptly addressing customer issues. If you want to work with a highly talented, diverse, and motivated team with great camaraderie, this may be your dream job.
Who WE Are
TubeBuddy empowers a diverse community of over seven million creators to achieve their YouTube dreams.
TubeBuddy’s parent company is BEN Group, Inc ., which connects global brands to consumers through the power of popular entertainment.
From the world-leading product integration platform, to the global leader for rights clearances and representation ( Greenlight ), to the best in class Influencer channel optimization solutions ( TubeBuddy ), BEN Group helps elevate projects, amplify brands, and captivate audiences.
Our team is global, with offices in Los Angeles (headquarters), New York, London, Shanghai, and Provo.
At TubeBuddy and BEN, we recognize that our employees are the key to the company’s success and work hard to maintain our incredible company culture.
While BEN is a well-established organization and a recognized industry leader with a rich history of integration and licensing success stories, we have not abandoned our start-up mentality.
The comapny continually evolves branding strategies through artificial intelligence and predictive modeling to meet the unique needs of our customers and clients.
To that end, we are a results-oriented, client-centric, and highly creative organization which offers candidates the opportunity to learn from the best and the brightest in this dynamic industry.
We offer a competitive benefits package and promote an environment which supports our core values of Passion, Accountability, Teamwork, Empowerment, and Inclusion.
Responsibilities
Hire, train, and manage customer support and community reps Define and implement customer success processes across support ticketing systems and community platforms (Discord and TubeBuddy Community Forum) Manage our community platforms (Discord and TubeBuddy Community Forum) and define team roles and responsibilities Be the point of contact for high priority customer requests and issue escalations Work with the VP of Engineering and DevOps to update the escalation process for technical issues as needed Maintain support documentation, help articles, and self-serve support options Report customer success metrics to the leadership team and work to improve the process on a regular basis Work closely with key cross-functional department stakeholders to enhance the customer experience and satisfaction
Qualifications and Skills
An understanding of YouTube, its creators, and the creator communities (strong advantage) 5+ years of experience as a Director of Customer Success or similar role Experience directly managing a team of support representatives Experience using help desk software and ticketing systems, such as Freshdesk Practical knowledge of Discord and community forums Enthusiastic and creative leader with the ability to inspire others Friendly and personable attitude Comfortable working with customers through email, phone, and live chat Advocate for customer needs to drive new product features and UX improvements Most importantly
– An inquisitive mind, someone who enjoys learning and having success as a team