Help Center Manager, Customer Experience

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: Los Angeles

The intersection of media and technology is our sweet spot and we are fortunate to be headquartered at the epicenter of the creative economy - Los Angeles. This office houses many of our corporate functions and cross-functional teams tasked with creating exceptional experiences for our passionate communities.

About you:

• 5+ years of experience in digital Knowledge Management and customer facing process documentation.
• Excellent written and verbal communication skills, can communicate technical information in a clear & concise way.
• Strong copywriting skillset, experience writing technical & non-technical instructions with a brand voice.
• Strong attention to detail and organizational skills - ability to manage multiple project deliverables with minimal direction.
• Data driven and Proficient with Help Center reporting to measure value of content served to customers.
• Ability to influence and build strong relationships across multiple levels of the organization.
• Experience with content management tool such as Contentful, Zendesk Guide, Storyblok

A Day in the Life:

• Develop vision & strategy for Crunchyroll’s Help Center and digital self-service channels.
• Collaborate with Marketing, Product, Program and other cross functional teams on go-to-market strategy for product launches and customer facing changes.
• Reduce non-value add customer interactions by expanding reach of digital self service channels.
• Manage in-take process for new Help Center content, package key product updates and troubleshooting steps in a way that balances brand voice and customer centricity.
• Evaluate end-to-end customer journeys to proactively identify communication opportunities.
• Track, measure and analyze performance of Help Center to optimize customer and business value.
• Understand emerging trends across the digital landscape and provide thought leadership to innovate the way we service our customers.

#LI-Hybrid

Benefits: Los Angeles

• Competitive salary
• “Use What You Need” time away from work policy
• Medical, Dental, Vision, STD, LTD, and life insurance
• Health care and dependent care FSA
• 401(k) plan with employer match
• Support program for new parents
• Fun, passionate and skilled co-workers

Questions about Crunchyroll's hiring process? Please check out our FAQ

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email accounts. If you have any questions of the authenticity of a Crunchyroll job offer, please contact recruiting@crunchyroll.com before giving away any information.

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, and understanding.
• Service - We serve our community with humility, enabling joy and belonging for others.
• Kaizen - We have a growth mindset committe