Customer Experience Operations Analyst, Crunchyroll
$71.1-88.8k
Salary applicable to candidates based in Culver City, CA
More information about location
Streaming service for anime and manga
Job no longer available
Streaming service for anime and manga
1001+ employees
Job no longer available
$71.1-88.8k
Salary applicable to candidates based in Culver City, CA
More information about location
1001+ employees
Company mission
To create experiences for anime and manga fans, and to enable them to connect through the content they love.
Role
Who you are
- 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
- 5 years experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud)
- Experience identifying patterns and trends in data to provide insights
- Experience creating reports, dashboards, and visualizations using tools like Zendesk Explore, Tableau, or Power BI
- Experience with SQL or other data querying languages
- Experience optimizing processes and improving customer experience
- Bachelor's degree in Data Analysis, Information Systems, or a related field
What the job involves
- As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations.
- Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes
- Develop and implement macros, triggers, and automation 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
- Pull ad hoc reports on ticket volume and agent productivity metrics and interpret trends for external teams
- Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends
- Consult with the Knowledge Management team to suggest Help Center or Chatbot changes to improve customer self-service and reduce ticket volume
- In the role of Customer Experience Analyst, you will report to the Senior Manager, Analytics & Voice of Customer
- The 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
Our take
In recent decades, anime - encompassing Japanese, Korean, and Chinese animation 0 has transitioned from a niche interest to a formidable industry, boasting a global market worth approximately $30B. Despite this growth, distribution has historically posed challenges, with series and films often reaching overseas audiences through disparate channels, if at all. Crunchyroll emerged to address this issue by consolidating the largest collection of anime into a single streaming service.
Sony's acquisition of Crunchyroll in 2021 for $1.75B expanded the platform's reach, integrating Sony's extensive animation library into its offerings. this move also positioned Crunchyroll for heightened competition against streaming giant Netflix, known for its substantial investments in anime production and acquisition. Currently, Crunchyroll maintains an unrivaled library of anime content, boasting over 44,000 episodes that have attracted over 0M paying subscribers.
While Crunchyroll initially offered a free, ad-supported tier to its vast community, it appears poised to phase out this option, transitioning to a subscription-based model for all new series. Despite this shift, the platform has implemented a global reduction in fees to stimulate subscription uptake. The success of this strategy remains to be seen, but past experiences with companies like Hulu suggest that it may drive subscription growth and mitigate piracy
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Mar 2010
$0.8m
EARLY VC
Feb 2008
$4.1m
SERIES A
Total funding: $4.9m
Company benefits
- Receive a great compensation package including salary plus performance bonus earning potential, paid annually
- Flexible time off policies allowing you to take the time you need to be your whole self
- Generous medical, dental, vision, STD, LTD, and life insurance
- Health Saving Account HSA program
- Health care and dependent care FSA
- 401(k) plan, with employer match
- Employer paid commuter benefit
- Support program for new parents
- Pet insurance and some of our offices are pet friendly!
Company HQ
Miracle Mile, Los Angeles, CA
Leadership
Kun Gao
(Co-Founder & CEO)Co-founded Crunchyroll in 2006 and served as CEO/General Manager/Board Member until 2018. Previously the founder and CTO of Frappr.com as well as a Product Engineer at HOT or NOT.
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