Customer Service Manager

actors_lalalife.jpg

TheSoul Publishing is one of the world’s most popular online media companies. We produce entertaining, positive and original content — including videos, articles, animation, and music — for our 1.5 billion followers on social media channels, such as 5-Minute Crafts, Bright Side and 123 GO!. Behind the scenes, there is our team of 2,500+ creative minds working remotely from 70 countries and in 5 offices.


We are looking for a Customer Service Manager who would work with incoming external customers’ requests and be responsible for providing excellent customer service through establishing, coordinating and optimising the internal process of results delivery.


What you will do:


  • Ensure the efficient flow of handling incoming external requests (from clarifying incoming requests to delivery of the results to the client).

  • Prepare and update Asana incoming requests forms.

  • Set up, supervise and constantly optimise the process of requests onboarding to TheSoul, modification, compilation, localisation, publication, etc.

  • Control the delivery dates, speed and efficiency on a regular basis.

  • Communication with functions on planned requests volumes, resources.

  • Support the functions on the process building side.

  • Organise and supervise proper content archive.

  • Manage the team of Customer Service specialists.


What we are looking for:


  • Understanding of TheSoul internal operations flow

  • Understanding of localisation / translation / compilation / modification processes

  • Project management skills (proven track of executed projects)

  • Politeness, excellent communication and listening skills

  • Logical thinking, ability to make logical conclusions and ground decisions

  • Experience in building processes from scratch

  • Strong analytical skills and data-driven approach

  • Understanding of the Customer Service principles

  • English level - good working proficiency (B2+)


What we offer:


  • Office or remote based part-time job (with a potential to turn into full-time)

  • Opportunity to be a part of the completely new project

  • Opportunity to build something new from scratch

  • Support and guidance from manager and colleagues

  • Additional training opportunities on Customer Service

  • A chance to build and supervise a team once the role evolves

  • Competitive compensations package and performance based bonuses


Interested? Please fill-in this form to apply.


We appreciate your interest in our roles and the company. Your application will be carefully reviewed by our team, and if we are ready to move forward with your application, one of our Recruiters will contact you and explain the next steps.


TheSoul Publishing is an equal-opportunity employer and we are committed to creating an inclusive environment for all employees. We celebrate diversity and we do not discriminate based upon race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other characteristics protected by law. We care for the privacy of our candidates, all the data you provide to us is maintained, protected and confidential.

 

By applying to a vacancy at TheSoul Publishing you confirm that you agree with our Candidates' Privacy Notice located here