What It’s All About:
We seek the truth and help people understand the world. This mission is rooted in our belief that great journalism has the power to make each reader’s life richer and more fulfilling, and all of society stronger and more just. At The New York Times Store, we pride ourselves on providing products that reflect and support our unrivaled journalism.
The New York Times Store is looking for an Associate Customer Support Manager to support and expand our Commerce Division. The Associate Customer Support Manager will partner and work with the Call Center and other internal groups to serve as the primary liaison and support for all consumer inquiries. Reporting to the Director, you will work in a highly collaborative environment with multiple team members. You will be expected to work closely with information and contribute to the overall success of the business through communication.
The New York Times is respected for its visionary, high-quality journalism, its reach and its influence. We are transforming the nation’s “newspaper of record” into a subscriber-first, user-centered media company. Our ambition is to redefine our customer experience with the same level of excellence as our journalism.
The Store (store.nytimes.com) has been in continuous operation for 20 years, having moved to Audience & Brand (now Marketing) from News Services (now Content Licensing) in 2016. Since then, the Store has sold products primarily in two categories — (1) customizable, made-on-demand books and reprints drawn from our archives and (2) high-quality, branded merchandise. The Store creates, distributes and sells Times-branded products through its supply chain and fulfillment operations to amplify brand affinity among Times fans.
The Store prides itself on maintaining an informal but high-level entrepreneurial culture. Our team members are smart, innovative, and passionate about improving our readers’ relationship with our Journalism.
What You’ll Do:
As the Associate Customer Support Manager in the Commerce Team, you will be responsible for delivering an exceptional brand experience and highly personalized service to both our internal and external customers across various platforms.
First Point of contact for resolution of customer escalations.
White-glove service for internal and corporate orders.
Monitor social comments and respond to messages and on Facebook and Instagram
Cultivate customer reviews on Shopify as well as Facebook and Instagram
Watch internal channels (Slack) and respond where appropriate
Channel internal company inquiries to proper Commerce points
Partner with Corporate Communications to develop talking points, as needed
Identifying trends and opportunities from community and customer service data and presenting to the extended team along with recommendations.
Who Should Apply:
You have demonstrated customer skills, social media interaction and problem resolution. You’re curious and are constantly seeking solutions. Additionally, you have a consistent record of successfully working with customers while communicating effectively both horizontally and vertically.
This position is currently 100% remote through mid-2021 (subject to change). After that time, it will be based in Long Island City, N.Y.
3-5 years in Customer Care or Client Success; Ecommerce or Retail experience is a plus.
Displays objectivity where needed, while demonstrating a heightened awareness in order to understand what the customer wants and resolving issues.
Individual that excels in the face of challenges with experience with supplier relationships, task prioritization, identifying challenges and presenting solutions.
Strong proficiency with Microsoft office applications and social media and customer platforms.
Passion for the Times’s mission
This is a rare opportunity to work in a unique division of a historic and creative global media organization dedicated to improving society by creating, collecting and distributing high-quality news, information and products. You can count on doing work that will have direct impact as we strengthen and grow our business.
The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.
The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual’s sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local “Fair Chance” laws.