Director Customer Experience & Support

Job Title: Customer Experience & Support Director

Reports to: VP D2C Consumer Growth and Relationship Management

Location: Atlanta

FLSA Status: Exempt

JOIN OUR TEAM

At UP Entertainment, we are passionate about storytelling, cultural trends, and fostering dynamic audience engagement across screens and platforms. Join us in making UP Entertainment the leading platform for uplifting digital entertainment.

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SUMMARY:

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.

WHO WE ARE:

At UP Entertainment, we believe that quality entertainment, with uplifting and inspiring stories, has the power to positively impact hearts and change our world. Our core purpose is to UPlift Someone. UP Entertainment is the destination for uplifting entertainment for passionate and diverse audiences across the leading cable, satellite and streaming platforms. Brands include UP Faith & Family, UPtv, aspireTV, aspireTV+, GaitherTV+ and Cine Romántico. UP Entertainment’s award-winning pro-social initiative, “UPlift Someone,” has inspired over 200 million people to uplift others through its social videos.

UP Entertainment’s core values are: Be Uplifting, Be Your Best, and Be a Buffalo.

Be Uplifting

We aim to uplift and inspire, making someone’s day and their life better by serving them well. We share knowledge and information and are committed to developing ourselves and others. We team up across boundaries and differences to win. At UP, success is shared.

Be Your Best

Our employees are our greatest assets. Our differences, experiences and passions are respected, celebrated and supported at UP because we are most productive as our authentic selves. We always give our absolute best and pursue excellence by designing and planning for the results we want and deliver them.

Be a Buffalo

Like buffalo, we run unified toward challenges and face them with determination and strength. Our industry is unpredictable and so are we. We work hard and are most resourceful and innovative when pressure is applied. We are confident and courageous, resolute, and strong. At UP, we welcome disruption.

WHO YOU ARE

You are able to put yourself in the customers’ shoes and understand their needs and concerns. You work effortlessly with other departments and possess strong leadership skills that are essential for inspiring, motivating, and guiding your team toward success. You possess a keen analytical mindset that allows you to swiftly identify issues and craft innovative solutions.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Experience

· Customer-Centric Projects : Lead initiatives to improve the overall customer experience, driving growth through enhanced service and higher customer satisfaction levels.

· Manage and Improve Performance Metrics. Assist in the development and maintenance of key performance metrics for customer satisfaction including resolution times, satisfaction surveys, and team efficiency.

· Efficiency & Scalability : 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.

· Insights & Research : Collect industry research to provide business insights, supporting strategic and operational decisions.

Customer Support Leadership

· Support Oversight: Oversee the performance and effectiveness of the customer support function across UP Entertainment streaming services (UP Faith & Family, GaitherTV+, etc.) and UPtv viewers.

· Team Structure: Partner with and empower the Customer Support Team Lead, who is responsible for day-to-day team management, queue oversight, and frontline operations.

· Escalation Management: Handle and resolve high-impact or complex escalated customer issues, ensuring timely resolution and reinforcing customer trust.

· Quality & Experience Standards: Establish and maintain standards for empathetic, accurate, and efficient customer interactions across all channels (email, chat, phone).

· Continuous Improvement: Use support insights to reduce ticket volume, eliminate root causes, and improve the overall customer experience.

Process Optimization & Scalability

· Process Optimization: Design and implement scalable workflows that improve efficiency while maintaining a high-quality customer experience across growing OTT businesses.

· Tooling & Automation: 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.

· Cross-Functional Alignment: Collaborate with Technology, Marketing, Programming and Audience Insights teams to proactively address issues, improve platform performance, and enhance the customer journey.

Analytics & Performance

·        Own CX Metrics & Performance: Define, track, and optimize key KPIs (CSAT, churn, retention, resolution time, conversion, customer effort) to drive measurable business outcomes.

·        Drive Data-Informed Decisions: Leverage existing tools (e.g., Zendesk) and build reporting frameworks and dashboards that surface trends, prioritize opportunities, and improve CX and support operations.

· Translate Insights into Action: Analyze customer feedback, contact drivers, and behavioral data to identify root causes and deliver actionable recommendations to leadership.

TECHNICAL SKILLS

To perform this job successfully, in addition to the skills in the Education/Experience noted above an individual must be proficient with Microsoft Outlook, Word, Excel and the following below:

• 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, HubSpot) 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.

EDUCATION/EXPERIENCE:

· Bachelor's degree (B.A.) or equivalent from a four-year college or university or equivalent combination of education and experience.

·10-15 years’ experience with at least 5 years in a leadership role and 5 years advising senior management.

· Experience leading, mentoring and scaling a world class customer experience team.

· Prior experience in the entertainment industry is a plus.

CERTIFICATIONS

This job currently has no certification requirements.

SUPERVISORY RESPONSIBILITIES

Position will manage direct reports.

OTHER:

This is a hybrid job role, with a combination of telecommuting workdays and in-office workdays.

We are an Equal Opportunity Employer. We are committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. The terms and conditions of the application process and employment relationship are to be non-discriminatory—without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, sexual orientation or any other protected category or class that may be applicable to you in the jurisdiction where you are employed. UP Entertainment . Moreover, in accordance with federal and applicable state and local law, we provide reasonable accommodations for applicants and employees’ sincerely held religious beliefs, practices, or observances conflict with work requirements and for applicants and employees with known disabilities provided that such individuals are qualified to perform the essential functions of the job, with or without accommodation, and provided that any accommodations would not impose an undue hardship on the company or introduce a direct threat to the health and safety of the worksite employee with a disability or others. Any applicant or employee who requires a reasonable accommodation during the application process or to perform the essential functions of the job should contact a company manager, a company officer or Insperity to request such an accommodation.

TO APPLY :

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