Director Customer Experience & Support

Job Title

Customer Experience & Support Director

VP D2C Consumer Growth and Relationship Management

Atlanta

Exempt

The Customer Experience & Support Manager plays a critical role in delivering a world‑class experience for UP Entertainment’s subscribers and viewers. This position leads a team of customer service representatives and serves as the voice of the customer across the company. Collaborating with cross‑functional teams, the role ensures that every interaction reflects the company’s commitment to customer‑centric values. The director drives process optimization, elevates service standards, and fosters a culture of continuous improvement, always aiming for excellence in all customer interactions.

• Lead initiatives to improve the overall customer experience, driving growth through enhanced service and higher customer satisfaction levels.
• Assist in the development and maintenance of key performance metrics for customer satisfaction including resolution times, satisfaction surveys, and team efficiency.
• Drive processes to streamline workflows and support the growing digital OTT business. Ensure that investments are targeted and optimized in a manner that leads to the best overall customer experience, utilizing automation in cases where it is helpful and efficient and employing higher‑touch techniques such as voice calls when needed for the best customer outcomes.
• Collect industry research to provide business insights, supporting strategic and operational decisions.

• Oversee the performance and effectiveness of the customer support function across UP Entertainment streaming services (UP Faith & Family, Gaither
  
  TV+, etc.) and UPtv viewers.
• Partner with and empower the Customer Support Team Lead, who is responsible for day‑to‑day team management, queue oversight, and frontline operations.
• Handle and resolve high‑impact or complex escalated customer issues, ensuring timely resolution and reinforcing customer trust.
• Establish and maintain standards for empathetic, accurate, and efficient customer interactions across all channels (email, chat, phone).
• Use support insights to reduce ticket volume, eliminate root causes, and improve the overall customer experience.

• Design and implement scalable workflows that improve efficiency while maintaining a high‑quality customer experience across growing OTT businesses.
• Evaluate and implement tools, automation, and self‑service capabilities where appropriate, while ensuring high‑touch support (including voice) is available when it delivers better customer outcomes.
• Collaborate with Technology, Marketing, Programming and Audience Insights teams to proactively address issues, improve platform performance, and enhance the customer journey.

• Define, track, and optimize key KPIs (CSAT, churn, retention, resolution time, conversion, customer effort) to drive measurable business outcomes.
• Leverage existing tools (e.g., Zendesk) and build reporting frameworks and dashboards that surface trends, prioritize opportunities, and improve CX and support operations.
• Analyze customer feedback, contact drivers, and behavioral data to identify root causes and deliver actionable recommendations to leadership.

• Advanced knowledge of Zendesk Support, Guide, and Explore for ticket management, Help Center setup, and reporting.
• Expertise in creating workflows, macros, triggers, and automations to streamline processes.
• Familiarity with LLMs and AI tools (e.g., chatbots, automation, or AI‑assisted workflows) to enhance customer support operations.
• Experience with API integrations to connect Zendesk and telephony platforms.
• Proficiency in using CRM tools (e.g., Salesforce, Hub Spot) for customer relationship management.
• Familiarity with troubleshooting streaming service issues (e.g., buffering, device compatibility).
• Basic understanding of networking concepts to assist in technical escalations.

• Bachelor's degree (B.A.) or equivalent from a four‑year college or university or equivalent combination of…