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Customer Service Manager

Makena Technologies is a cutting edge entertainment technology company that specializes in producing virtual worlds. We are widely recognized for pioneering social virtual worlds with the debut of There.com (www.there.com) in 2003, as well as a virtual world produced in partnership with MTV called "vMTV" (www.vmtv.com). Both worlds are thriving destinations where members can socialize, play games together, participate in robust virtual economies, enjoy rich media and even help construct the worlds.

Makena Technologies is known for creating safe, PG-13 virtual worlds with powerful social networking features and user-friendly design. As a result, we have engaged with some of the most recognized brands in the world including Coca Cola, MTV, Scion, CosmoGIRL!, Levi's and Nike in developing ground breaking marketing campaigns that simultaneously meet marketers' needs and improve our members' "in-world" experiences.

Position Summary:

We are looking for a highly energetic, collaborative and creative individual to operate and manage our Customer Service organization. Reporting to the President and COO, the Customer Service Manager will manage staff based in California as well as an overseas partner. This person will own tactical responsibility for day-to-day management of all Customer Service functions, including technical support, in-world abuse and all billing services.

Responsibilities:

	Manage the Customer Service team, which consists of Tier 1 member support and billing, Tier 2 technical support, and an overseas customer service partner. Manage forecasting and scheduling of daily workforce requirements and allocation of customer service resources across the company's virtual worlds.

	Actively train, develop, support and motivate the customer service team to achieve business objectives related to customer satisfaction, service targets, and profitability goals.

	Identify appropriate metrics, methods to capture this information, and strive to optimize the customer service function.

	Identify support issues and event drivers, along with a related impact analysis. Proactively identify and implement event avoidance opportunities and solutions.

	Work closely with the developers program, community, technical operations, and marketing teams to ensure a high level of customer service.

	Assess the customer service function to identify and successfully implement new initiatives to improve customer support and service.

Requirements:

	At least 3 years of customer service management experience in a related consumer Internet or entertainment company. Specific management of customer service for an online game a plus.

	Prior track record of operating, and managing highly effective customer service teams: Managing and improving service metrics such as QOS, AHT, Abandon rates etc. required.

	Proven ability to lead, manage, motivate and develop strong employees

	Results oriented, with a premium on successful execution

	Excellent interpersonal as well as written and verbal communication skills

	Solid manager of hourly and salaried staff

	Bachelors degree in a related field or equivalent work experience.

To apply, please send a cover letter with your resume to careers@thereinc.com. Include the words Customer Service Manager in the subject line of your email.