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!

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.

• Collect and analyze feedback from customers across the region to identify trends, pain points, and opportunities for improvement.
• Provide applicable insights to enhance customer satisfaction and work with partners(CEMs, KM, L&D, QA) for possible solutions.
• Be a Tier 3 support specialist, resolving complex technical issues that agents (T1 and T2) are unable to solve.
• Monitor and analyze technical support trends to identify potential issues and ensure continuous improvement in support services.
• Handle escalated customer cases with professionalism and urgency. Collaborate with QA, Trust & Safety and Operations teams being a liaison between customers and other teams to resolve issues.
• Gather insights and share them with important partners to inform future actions by sweeping through app reviews and customer transcripts to gather key insights, using this valuable feedback to inform future enhancements and achieve higher customer satisfaction.

About You

• You have 5+ years of experience in the Customer Experience industry
• You will define, leading, analyzing, and socializing potential tools and workflow changes that create insights to empower decisions across the CX Organization.
• You have analytical experience and are capable of identifying trends and provide relevant customer insights.
• You are experienced in handling complex Tier 3 support issues and customer escalations.
• You collaborate with cross-functional teams, including Quality Assurance, Learning & Development, Knowledge Management, and Operations.
• You can review transcripts, app reviews, and customer feedback to identify opportunities for improvement.
• You have experience communicating with internal and external users and are capable of problem-solving and prioritization.
• You are proficient in using support platforms and data analysis tools.
• You have in-depth knowledge of the LatAm region (beyond just Mexico) and are fluent in Spanish.

Our SVOD team is a dynamic blend of new hires and seasoned professionals who are passionate about enhancing Customer Experience. With a friendly and solutions-oriented approach, we actively combat operational inefficiencies to streamline processes. We also embrace a "Think Globally, Act Regionally" mindset, striving for global consistency while customizing our strategies to meet the unique needs of specific markets. Together, we are dedicated to driving meaningful improvements in customer satisfaction.

#LifeAtCrunchyroll #LI-hybrid

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

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

• Service. We serve our community with humility, enabling joy and belonging for others.

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: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

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