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Customer Service Manager

For a groundbreaking online advertising startup

Fremont, CA

Offerpal Media is the first "Managed Offer Platform" for social applications, online communities and e-commerce sites. Our turnkey platform allows developers of social applications on leading networks (such as Facebook, MySpace, Bebo, hi5, and others) to monetize their traffic through uniquely engineered offers. Concurrently, advertisers tap into Offerpal's expansive network to reach more than 50 million highly engaged and targeted consumers on social networks. The platform also helps online merchants generate incremental revenue by using ad offers as an alternate payment method. With headquarters in the heart of Silicon Valley, Offerpal Media is backed by top-tier venture capitalists and features an experienced management team with deep roots in online advertising, personalization, and optimization technologies.

Role and Responsibilities

Offerpal is searching to find an experienced Customer Service Manager who will be for ensuring end-user consumer satisfaction. This is a critical and highly-visible position responsible for responding to customers and end-users of our Managed Offer Platform and resolving problems quickly and professionally. Offerpal Media is positioned for greater than 100% growth in 2009 and beyond - we are looking for the Customer Service Manager Ad Ops who will help us take advantage of this tremendous revenue opportunity.

Build organizational structure and headcount to support a high-performance 24x7 customer service team (90% email support, 10% phone)
Evaluate existing customer service IT software and replace if required
Implement processes to streamline and run a highly efficient on-shore and off-shore CS team
Train and manage customer service staff, including workload and overall success
Continuous evaluation of team performance; replace under-performing individuals as needed
Measure and report customer service success metrics to senior management

Success in this role will be achieved by the Customer Service Manager

Hiring and managing the appropriate number of highly successful customer service reps
Streamlining customer service process and staff requirements by applying automation and tools
Measuring end-user consumer satisfaction with 90% positive response
Responding satisfactorily to consumer customer service issues within 24 hours

Professional Experience and Personal Qualities

10+ years in customer service and support organizations
At least 3+ years managing team of customer service reps
Experience with building 24x7 support organizations (both on-shore and off-shore), from or near scratch, as well as successfully scaling this organization to match the pace of a high-growth technology/software company
Deep experience with high-volume email service inquiries (~10K+ requests per day)
Experience with a good range of customer service/support automation tools and platforms
Must love making customers and consumers happy by addressing and resolving issues and problems
Must enjoy recruiting and hiring new customer service reps; and managing, training, and evaluating these reps once hired
Ability to effectively multitask and balance multiple priorities
Strong organizational skills and attention to detail
Excellent communication skills, negotiation skills a plus
Emotional intelligence, a problem solver, and a grounded, mature person
Flexibility, resourcefulness, and the ability to thrive in a dynamic, fast-paced environment
Undergraduate degree in Business or a relevant discipline is preferred

About Offerpal Media

Offerpal Media provides innovative online consumer acquisition services on a pay-for-performance basis. We enable online merchants and advertisers to grow revenue, acquire quality customers, and maximize brand reach through blogs, Websites, and social networks.

Our turn-key, full-service platform enables publishers to monetize their social applications; online merchants to generate new leads and increase conversions; and advertisers to reach their precisely targeted consumers. We have one of the largest networks of premium advertisers and more than 500 uniquely engineered offers. Offerpal Media is a fast-growing startup founded by successful serial entrepreneurs and funded by top-tier venture capital firms D.E. Shaw Investors, Interwest Capital and Northbridge Venture Partners. For more information, visit www.offerpalmedia.com.

Qualified and Interested Candidates

If this position sounds like a fit with your past experience and future interests -- and you want to be part of the excitement of a rapidly growing business -- we want to hear from you. We have a competitive compensation structure with a generous option plan and very good benefits. Please send a resume to careers@offerpal.com.

Recent News and Events

Offerpal is Hiring
Offerpal Secures $15M to Drive Growth and Innovation in Monetizing the Social Web
Offerpal Named AlwaysOn OnMedia 100 Winner
Offerpal Launches Monetization Platform for iPhone Apps
Read our blog: http://myofferpal.wordpress.com
Follow our Tweets: http://www.twitter.com/Offerpal