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Customer Care Team Lead



About the Role

The Opportunity:
Shutterstock connects diverse artists and creative professionals around the globe with the agencies, brands and people who need their work and services. It’s a place where creators come to be inspired and discover new ways to produce their best work.

We enable our customers, partners, contributors and employees to achieve their goals and realize new opportunities. Our continued growth opens new doors as we scale our platform, expand our offerings and build a company that’s ready for the future!

What we need:
Shutterstock is looking for top customer service representatives to join our recently acquired TurboSquid team, which is the leading provider of 3D models designed for films, games, commercials, architecture and more.
You will help drive the future growth of our 3D content website. The team’s mission is to provide mentorship and peer reviews while gaining understanding of our codebase and business.
You will be working with highly-motivated and talented team of customer service and 3D product support agents, for the industry-leading 3D content website, with quality, performance, and scale in mind at every step of the way. Our core belief is that the customers are our number one priority so we work hard to deliver value back to them with everything we do.

The day to day:
Responding to member support tickets, emails, and chats
Availability to provide phone support for members
Provide membership, purchasing, and other non-technical support
Balancing and prioritizing tasks
Determining priority of tasks and support queues
Use of google sheets, documents, presentations.
Create graphs to show trends in data
Analyze data and provide analysis review.
Report to management
Overseeing team reports and notifying the manager if the agent is not meeting expectations.
Being the second point of contact for common questions. The first point of contact for escalated requests/questions.
Understanding of how to properly create and navigate google sheets, documents, presentations.

Superb written and verbal communication. Ability to speak and write in the English language.
Integrity, creativity, initiative, intellectual curiosity, positive attitude and desire/ability to work in a non-traditional work environment
Ability to retain and manage details when working on daily tasks and special projects
Proactive problem solving abilities with superior customer service skills to address issues promptly and accurately
Excellent time management skills and the ability to function well when work gets intense
Ability to evaluate and identify opportunities to drive process improvements that positively impact our user experience and internal processes.
Ability to work independently as well as collaboratively as part of a team
Assisting support team when needed, updating the designated queues outlined in the workflow.
Understanding priority of tasks and being able to communicate the need to address these priorities to a team.
Assist with pulling reports into cohesive documents/sheets for easy reference
Know how to analyze data provided to you and answer basic questions
Understanding on how to create graphs to show trends based on data provided
Assist with a Satisfaction report and reach out regarding good/bad ratings.
Understanding of basic accounting related issues that support receives consistently.
Make sure any Brand Management issues are updated. Handling Brand Management cases: Ford, General Motors, USPS and others.
Identifying processes/procedures that can be simplified and/or can improve efficiency. Then work with the Member Services manager to create and implement improvement plans.
Why Shutterstock:

For the same reason your future co-workers enjoy working at the company!
You have a direct impact on the success of the company. Your team’s work matters and is essential to the evolution of our core business
Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind
Flexibility to work between home and office with everything you need to be successful in both
Extensive benefits package including an amazing 401K match, fitness benefit and employee assistance program

About the Company

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