Overtime is looking for a Senior Customer Service Manager to join our Commerce team. The person in this role will be responsible for executing strategies that will deliver world-class customer service and build lasting customer relationships. 

At Overtime we’re committed to creating an exceptional and personalized experience for our customers. We work to ensure that the overall service we’re offering is the best that it can possibly be. We want to treat our customers the same way we treat our employees. We pride ourselves on creating a fun and collaborative environment where we solve problems together. We’re looking for an individual who lives that DNA and can be the #1 customer fan at Overtime.

About Overtime

Based in NYC, Overtime is funded by top venture capital firms like Andreessen Horowitz and Spark and by industry leaders like Kevin Durant and NBA Commissioner Emeritus David Stern. Overtime is building the biggest sports network in the world for the next generation of fans. We use tech, new platforms, and new formats to drive a billion video views every month. We publish our short-form content and long-form series across every social platform focusing on basketball, football, soccer, and gaming. We own a pro esports team, have a fast-growing apparel business, and basically do everything differently from a standard media company. Overtime is led by seasoned entrepreneurs with deep experience in the intersecting worlds of sports and media, and a strong track record of building successful startups and guiding them through acquisition. Overtime launched its commerce efforts in 2018 and commerce combined with content is integral to the growth plans of the company.

What you’ll do

• Develop leading-edge strategies to expand our reach, impact, and quality of customer engagement.

• Execute on the task and strategy of a first-class response protocol in answering calls, emails and web-based/online chat.

• Ensure prompt follow-up on all customer responses (e.g. package and ship corrective orders).

• Enhance customer service by regularly evaluating service, systems, and procedures present improvements to related manager as needed.

•  Ensure that service standards are established and attained.

• Analyzes service activity data and utilize findings to create resources for training and service improvements.

• Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences.

• Assess and hire additional customer contract professionals either based on season or volume

• Run and review daily, weekly and monthly reports and present to management.

• Identify high-impact customer responses and testimonials for use in marketing campaigns and assist in the creative development of channel executions.

• Experiment in cultivating an outbound sales channel through the means of contacting customer prospects or past customers

Who you are

• You’re a strategic thinker as well as a doer. You can think big-picture and also roll up your sleeves to get the job done. You have honed the ability to multitask and prioritize assignments in order to anticipate and meet multiple deadlines.

• You’re flexible. Overtime is a fast-moving, high-growth startup where every day brings new opportunities and challenges. You should find that invigorating, and be able to adapt in fluid environments.

• Hard-working with a "no task is too small" attitude.

• Strong writing and verbal communication skills

• An entrepreneurial mindset

• Bachelor’s Degree

• 5+ years of experience in a customer service or customer-facing role

• Proficient in ZenDesk (Power User is a PLUS)

• Bonus if you have experience working in E-commerce and Sports Apparel

• Super Bonus if you have an interest in sports