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Director of Customer Service

Makena Technologies is an exciting new entertainment and communications company focused on online interaction. We are known for our groundbreaking consumer service called "There" (www.there.com) and our latest offering launched in partnership with MTV called "Virtual Laguna Beach" (vlb.mtv.com). Both of these consumer services are destinations where members can meet people, hang out with friends, play games, explore, have fun and even help build their own world - all in a spectacular 3D graphical environment.

Makena Technologies virtual world platform offers a rich array of community-oriented activities, many of which have been initiated by the members. The worlds themselves are intriguing mini societies; they even have their own internal economy in which many members have created their own enterprises. Recent advancements in our unique technology platform will allow for even more innovative ways for members to interact with others, to experience broadband content, and to create their own spaces. Given our strong position, the explosion of online interaction in the marketplace and abundant opportunities for enhancing our 3D world, our company is positioned to accelerate its growth.

Position Summary:

We are looking for a highly energetic, collaborative and creative individual to build, operate and manage our Customer Service organization. Reporting to the President and COO, the Director of Customer Service 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. The role requires an individual who is a proven leader and effective manager, with a solid track record of building successful customer service teams. He or she will collaborate with executive staff to define the customer service direction and work with colleagues and partners to execute the plan. This will be a rewarding, fun job with enormous opportunity!

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.

	Define and implement an operational plan to effectively scale the customer service function to provide service, support, and technical support for a rapidly increasing membership base.

	Develop and continually improve support infrastructure, including Tier 0 support, tools, processes and systems needed to drive a reduction in service and support costs.

	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 5 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 building, operating, and managing highly effective customer service teams

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

	Results oriented, with a premium on successful execution

	Strong strategic and analytical problem solving skills in a fast paced, high growth environment

	Excellent interpersonal as well as written and verbal communication skills

	Solid manager of hourly and salaried staff

	Bachelors degree in a related field required

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