A Day in the Life of a Customer Support Lead
Take us through a typical workday — What activities do you do as a part of your job?
Hi! I am Mihaela and I work at Crunchyroll as a Customer Support Lead. My working day usually starts around 12 PM with a cup of coffee and some sweets. It gives me energy for the whole day. And yes — in our Customer Service department, we start our schedules at different times.
I use my trusty laptop to get me through the working day.
Describing a typical working day is quite difficult for me, as I usually have different tasks for each day of the week. On a typical day, I fill out reports, have a few Zoom calls and investigate issues, but more about that in the next section. :)
What do you do at Crunchyroll?
Firstly, I’d like to add that I am proud to work in an Award-winning Customer Service team! This fact motivates me to always try and do my best. Crunchyroll has helped me bring lots of impact to our teams and feel the difference I am making.
If I were to describe my job from a day-to-day perspective, on Mondays, I could say that, for example, I am working on updating reports and investigating the data I pull from them. I do this to see the main trends and patterns regarding customer inquiries and requests for the week. On Tuesdays — I love Tuesdays, that’s my favorite day of the week — I would go over every team member’s reviews and feedback that we receive from our clients during the week and, then make a list of the most outstanding and original comments and share it with the whole team. Wednesdays are my meetings days: I have 1-on-1 meetings with my team, and we have other team meetings — it is the day we connect.
But what I do every day is check my email and Slack, answer any messages from my teammates, look through what our clients write about and report daily. Working on Billing inquiries from our clients is also something I do every day. So, in a nutshell, my working day consists of keeping up with the team I’m leading, assisting our clients, reporting and investigating issues, especially on the billing side, creating and updating Jira tickets when needed, meeting with colleagues from other departments and, sometimes, training our new team members!
How did you become interested in Customer Service?
Five years ago, I was a fresh university graduate when a friend told me about the open Customer Service position at Crunchyroll. He suggested that I should apply — so I did. Being a fan of anime and Japanese culture at that time made me interested in applying for the job and joining the Crunchyroll family. It was a unique opportunity that I knew I had to take, and I’m so glad to have been a part of this adventure for so long!
What skills and technologies are you the most interested in improving upon or learning?
I want to get better at and understand how to put my soft skills to work to make myself more efficient and involved in teamwork, team goals, and the overall performance of our entire department. I want to be a team member that other colleagues can trust, approach, ask for help and learn from at any time.
Google Sheets workflow with formulas and automation is another thing I want to learn more about. It’s a very powerful and handy tool that you can always improve and make your work day more fun. And now, with the lead role, I am also interested in learning the best ways of helping out my team, providing clarity and direction for their career growth.
What inspires you about working at Crunchyroll?
The company’s culture and values keep me excited and proud to work here. We are an amicable and hard-working team. There’s no shame in reaching out for help, the company is always looking out for us. The way the company focuses on its people is so inspiring. The feeling of being part of a whole, a big family is so amazing. You know that feeling when you get to the office, and you can freely greet and talk to anyone in the hallways, the Social room, and anywhere in the office? That is what I love about the Crunchyroll family. :)
What is Crunchyroll doing to help you feel a part of something bigger these days?
Crunchyroll and anime are such global phenomena that I’ve felt part of something more significant since the start. The company and its fans feel more like one big family. We help distribute the shows, we constantly improve our services, we host events and collaborate for promos with many other companies, our users give us feedback, and the cycle continues.
In addition to what Crunchyroll means and does for the whole anime community around the World, Crunchyroll is also one of the best and coolest companies to work for. It makes me feel valued and proud to work at the company with a wide range of employee-oriented benefits such as paid vacations, Summer Fridays, and a lot of awesome gifts offered on different occasions such as anniversaries, birthdays, and many other fun things. Not to forget the free learning & development courses that Crunchyroll offers to the team across different learning platforms — isn’t that awesome? I think it is even more than that.
Do you want to join our Customer Service team but don’t know where to start? Well, let me tell you about that!
If you have a good command of English, both spoken and written, if you’re a people-oriented and caring person and you like helping those around you, if you feel it easy for you to adapt to new things and constant changes and if you are not afraid of challenges — then feel free to apply and join the Crunchyroll team.
