– Direct, mentor, and lead the customer service team, ensuring high engagement, productivity, and performance.– Foster a customer-first culture that encourages accountability, problem-solving, and a commitment to excellence.– Develop and implement customer service strategies that enhance customer satisfaction and retention.– Analyze customer service metrics (e.g. customer retention rates) and create actionable plans for continuous improvement.– Align customer support strategies with broader company goals and cross-functional initiatives.– Oversee daily operations of the customer service department, including scheduling, resource allocation, and workflow optimization.– Identify and implement technology solutions to improve efficiency, such as CRM systems, automation tools, and AI-assisted platforms.– Generate detailed reports on customer service performance and present them to executive leadership.– Leverage data to make informed decisions regarding staffing, resource needs, and process improvements.– Work closely with other departments (e.g., Product, Marketing, and Operations) to ensure customer feedback is incorporated into the development of future products and campaigns.– Act as a liaison between customer service and executive leadership, providing insights and recommendations for company-wide customer experience initiatives.

– Supervise daily operations concerning customer support.– Resolve escalated customer interactions promptly and effectively.– Develop and maintain training guides aimed at improving customer service performance and success.– Conduct training for new hires.– Serve as a liaison between customer support and other departments.– Review emails and live chat transcripts to ensure quality assurance.– Analyze data to identify trends and opportunities for service improvement.– Investigate and resolve disputes ahead of their deadlines.– Support projects designed to increase subscriber retention rates.– Manage the weekly shift schedule for customer support.

- Utilize help desk software and support ticketing systems- Use API integration to retrieve and manage information across multiple databases- Engage in real-time customer support via email, live chat, and phone- Provide step-by-step guidance using excellent problem-solving and communication skills- Prioritize and manage multiple service requests simultaneously- Respond to customer inquiries using logic, patience, and an empathetic approach- Independently refer to internal/external resources to provide accurate solutions- Ensure all issues are logged and completed with accuracy and in a timely manner- Properly escalate unresolved issues to appropriate internal teams

- Monitor and audit 50+ DVRs with 500+ cameras to ensure effectiveness and compliance- Handle requests through help desk and support ticketing software- Utilize remote desktop applications for CCTV systems- Use API integration technology to conduct audits through METRC tracking application- Troubleshoot remote network diagnostics and resolve firmware issues- Operate and maintain surveillance equipment from the control room and in the field- Analyze live and recorded surveillance footage to prevent internal and external crime- Conduct investigations for internal theft using a central monitoring surveillance system- Retain incident reports, records, data, and evidence in an organized and secure manner

- Oversee daily operations within the theater and effectively manage a small staff- Splice, build, and collapse 35mm film reels- Format and upload files, keys, and licenses to digital projectors- Assemble trailers and feature films to create DCP's- Perform routine maintenance of projection equipment- Conduct projection training and onboarding for new hires- Create and maintain spreadsheets to track daily activity within a database- Assist with the scheduling and planning of events/bookings- Communicate with studio management to prevent interruptions in business operationsSpecial Duties*- Design light and sound cues for theatrical productions- Operate followspot for live musical performances- Monitor technical rehearsals and oversee project management