Customer Experience Manager, EMEA

Who We Are

We're a cast of characters working to shine a spotlight on anime. Crunchyroll is an international business focused on creating both online and offline experiences for fans through content (licensed, co-produced, originals, distribution), merchandise, events, gaming, news, and more. Visit our About Us pages for more information about our collection of brands.

Location: Berlin

About The Team

The Customer Experience team at Crunchyroll works directly with Crunchyroll customers to ensure that all queries and feedback are treated with care. Our CX team is located all over the world to serve our customers' needs in their desired language. Currently, we have teams in Brazil, Dominican Republic, France, Moldova, Germany, El Salvador, Canada, and the U.S. As our Customer Experience Manager for our growing EMEA region, you will support our global projects and make sure our customers have a streamlined experience across all regions. You will be reporting to the Senior Manager of Customer Experience

About You:

• 3+ Years in Customer Experience/Customer Support
• Experience leading teams of 5+ people
• Vendor management experience
• Familiarity with streaming platforms 
• Proficiency in 2 European languages + English is required (French, German, Polish, Turkish, Spanish, Portuguese, Italian, and Dutch)
• Bachelor's degree in Business Administration (or CX-related field)

A day in the life of our Customer Experience Manager:

• Manage all Crunchyroll customer service delivery across EMEA (French, German, Italian, Russian, Arabic, Portuguese, and Spanish)
• Deep diving into the cause of negative customer interactions, (e.g. negative customer CSAT, repeat contacts, contact spikes).
• Work with Product and wider partners on CX requirements for upcoming product launches
• Validate bugs flagged by the team, replicate and assign to the correct dev/prod team for resolution, close out with the customer 
• Escalations and follow-up of Sev 1/2/3 cases
• Coordinate with the CX leadership team for a streamlined customer experience
• Led team of 7 language teams
• Manage EMEA partnership with our EU customer service vendor
• Facilitate vendor training material

• Identify help center article improvements for all EMEA regions in collaboration with Sr. Director for Knowledge Management.  
• Analyse customer feedback and create reports and project plans

Benefits and Perks: Berlin Office

• Take Time for You - Accrued PTO, Summer Fridays, Company Christmas vacations, and flexible schedule.
• Parental Leave - Eligible birthing parents will be paid for up to 6 months. Eligible non-birthing parents will be paid for up to 12 weeks. 
• Retirement - Crunchyroll contributes to your private retirement plans.
• Home Office - Monthly support of remote costs (50€/month) and an option to order full work set-up for your home office
• Find Balance - Urban Sports Club membership, counseling, and support through Talkspace and Employee Assistance Program.
• Work hard, watch hard - Free premium access to Crunchyroll along with monthly discounts to the Crunchyroll store;
• Level Up - Prepaid Udemy account, English classes, professional development courses & conferences;
• Take the prize - Team member accomplishments are recognized through a discretionary Annual Bonus program, Referral Bonus program, and Anniversary Recognition Award.

About Crunchyroll

Crunchyroll connects anime and manga fans across 200+ countries and territories with the content and experiences they love. In addition to free ad-supported and subscription premium content, Crunchyroll serves the anime community across events, theatrical, games, consumer products, collectibles and manga publishing.

Anime fans have access to one of the largest collections of licensed anime through Crunchyroll and translated in multiple languages for viewers worldwide. Viewers can also access simulcasts — top series available immediately after Japanese broadcast.

The Crunchyroll app is available on over 15 platforms, including all gaming consoles.

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.

Our Company Values

You'll see these in action if we're lucky enough to have you:

• Courage - When we overcome fear, we enable our best selves.
• Curiosity - We are curious, which is the gateway to empathy, inclusion