Internet Customer Service Manager (Queen Anne)

Sept. 12, 2011

Seattle, WA

Confidential

The Cheezburger Network is looking to hire a Customer Service Manager to help us make the Intertubes a happier place.

Compensation is competitive and varies according to your level of experience and performance. We offer full benefits including health, dental, vision, even a cellphone stipend and much more.

ABOUT US

Cheezburger is one of the world's largest online humor and entertainment destination with dozens of sites including I Can Has Cheezburger?, FAIL Blog, Memebase, Know Your Meme, and The Daily What. We try to look at the world a little differently, with an open mind and a desire to test new ideas and take risks. We're serious about making the world a happier place and that starts with a results-focused environment. We work hard and have a lot of fun when we succeed.

ABOUT THE POSITION

The Customer Service Manager position will report to the CFO on the General Administration & Team.

What you will be doing:

* Lead a small team of customer service specialists

* Solving complex customer service issues and proactively heading off negative service trends.

* Manage the customer service operation, which deals directly with users and is the user's first point of contact.

* Develop, track, and report key performance measurements and metrics for the team.

* Develop and implement process and procedure to improve operational efficiency.

* Oversee cross functional work relations targeted to resolving issues raised by customers.

CANDIDATE REQUIREMENTS:

* Minimum of 5 years experience in a progressive customer service role

* Managerial or supervisory experience

* Thorough knowledge of the Internet and it's culture

* Experience specifically in phone and/or email support

* Ability to take initiative, identify a problem, and find solutions

* Excellent communications and interpersonal skills. Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency

* Excellent problem-solving skills, with a technical aptitude. A quick and flexible learner. We move quickly here and the industry moves quickly, so you have to be willing and able to adapt with us

* Demonstrated ability as a creative thinker with effective problem resolution skills

* Ability to articulate complex issues in an easy to understand manner

* Proven leadership skills, with a demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to team performance

* Experience in reporting and high level info share

* A very high degree of intellectual curiosity. We're inventing as we go along. We need people who constantly think about changing the world to be a better place and have the ambition to do it

* The ability to find humor in pictures of talking cats

Bonus Points:

* You're funny, flexible, creative, and thoughtful

* You have well developed communication skills and are able to put customers at ease

* You're even tempered and are well rounded

* You recognize that team performance is more significant than individual performance

* You're intelligent and can handle managing several different tasks at once

* You have the ability to mold easily to new and changing environments

* You're flexible in handling priority changes on a daily basis

* You've worked in an early stage, emerging company

EDUCATION REQUIREMENT:

A bachelor's degree in a related field

Still reading? Here's some more info about how we work. What intangible we look for in every applicant:

* Honesty and open-mindedness: Can you be honest, caring and put yourself in the other person's shoes?

* Ambition and curiosity: We want you to leave Cheezburger a better person and a smarter professional.

* Passion for our mission: Make the world happy for 5-minutes a day.

Our Core Values:

* Openness: Integrity, open-mindedness and fairness about our actions and our business.

* Growth: Exceed ever higher standards. Professional growth.

* Happiness: Embody what we preach and don't be a jerk to each other.

What do other people have to say about us:

* The New York Times declared that we're a "web empire".

* Our CEO was listed in the Top 100 Most Creative People in Business by Fast Company

* Our CTO was voted Seattle's Best Startup Technologist.

* Voted top startup in Seattle by Seattle 2.0

* Cheezburger Mission: Make the world happy for five minutes a day.

* Our Blurb: Cheezburger is one of the world's largest online humor and entertainment destinations with dozens of sites including ICanHasCheezburger?, FAILBlog, Memebase, and TheDailyWhat.

Please apply directly online at: http://cheezburger.theresumator.com/apply/SzkoX8/Customer-Service-Manager.html?source=CRAG