The Antwi Group is seeking an experienced, service-focused, highly organized, and solutions-oriented Director / Manager of Customer Service & Support to lead the company’s Customer Service & Support Department.
Working closely with Executive Leadership, Sales & Client Relations, Operations, IT & Digital Systems, Finance & Accounting, Legal & Business Affairs, and business-unit leaders across The Antwi Group, the Director / Manager will establish and oversee customer-service operations, support procedures, service standards, escalation processes, customer communications, case management, and customer-experience improvement initiatives.
The department will provide structured assistance to customers using services offered by The Antwi Group and its businesses. Depending on the applicable business, customers may include individuals, artists, creators, businesses, professional clients, partners, subscribers, or other authorized users.
The Director / Manager will be responsible for building a professional support organization capable of receiving inquiries, documenting requests, routing technical or specialized matters to appropriate departments, resolving service issues within assigned authority, monitoring response and resolution performance, identifying recurring problems, and ensuring that customers receive accurate and professional communication.
Customer Service & Support does not replace specialized departments. Legal questions, accounting matters, technical problems, contractual disputes, security incidents, creative decisions, and other specialized matters must be routed to appropriately qualified personnel.
This position requires significant customer-service leadership experience, communication, problem-solving ability, operational discipline, empathy, professionalism, analytical thinking, integrity, confidentiality, and the ability to manage customer issues objectively and consistently.
Key Responsibilities
- Lead the Customer Service & Support Department.
- Develop customer-service policies and procedures.
- Establish customer-support standards.
- Develop inquiry and case-management workflows.
- Establish appropriate response and escalation procedures.
- Oversee customer-service channels.
- Implement appropriate ticketing or case-management systems.
- Establish service categories and priorities.
- Monitor customer inquiries and support cases.
- Oversee significant customer complaints.
- Manage escalated service issues.
- Coordinate specialized issues with appropriate departments.
- Establish customer communication standards.
- Develop service-level targets.
- Monitor response and resolution performance.
- Analyze recurring customer problems.
- Recommend service improvements.
- Develop customer self-service resources where appropriate.
- Coordinate customer feedback programs.
- Monitor customer-experience indicators.
- Develop customer-service reports.
- Recruit, train, and supervise customer-support personnel.
- Establish quality-review procedures.
- Protect confidential customer and company information.
- Support customer-service requirements across Antwi Group businesses.
Customer Service Strategy
The Director / Manager will help establish a service model focused on:
- Accessibility
- Professional communication
- Accurate information
- Appropriate response times
- Consistent procedures
- Effective escalation
- Customer privacy
- Problem resolution
- Service improvement
- Appropriate documentation
Support Channels
Depending on business requirements, Customer Service & Support may operate through approved:
- Website forms
- Support tickets
- Telephone
- Customer portals
- Live chat
- Other approved communication channels
Support channels should be monitored according to established schedules.
Customer Support Workflow
A standard support workflow may include:
Customer Inquiry → Case Created → Classification → Priority → Assignment → Investigation → Resolution / Escalation → Customer Follow-Up → Closure
Case Management
Each customer case may include:
- Case or ticket number
- Customer
- Contact information
- Service or product
- Issue category
- Description
- Priority
- Assigned employee
- Current status
- Communications
- Internal notes
- Resolution
- Closure date
Case Categories
Support requests may involve:
- Account assistance
- Service questions
- Billing questions
- Technical support
- Service status
- Orders or transactions
- Documentation
- General information
- Complaints
- Feedback
- Other appropriate categories
Case Priority
Cases may be classified according to factors such as:
- Customer impact
- Number of affected customers
- Service interruption
- Financial impact
- Security implications
- Deadline
- Operational impact
Priority procedures should be consistently applied.
Customer Identification
Before discussing sensitive account information, appropriate identity-verification procedures should be followed.
Customer Service personnel should not disclose confidential information simply because an individual claims to represent an account.
Customer Communications
Customer communications should be:
- Professional
- Clear
- Respectful
- Accurate
- Relevant
- Timely
- Properly documented
Personnel should avoid speculation or unverified explanations.
Initial Response
The initial response may:
- Acknowledge the inquiry.
- Confirm receipt.
- Request necessary information.
- Provide available approved information.
- Explain appropriate next steps.
- Provide a case reference when applicable.
Investigation
Depending on the issue, investigation may involve:
- Reviewing account information.
- Reviewing service records.
- Checking documented transactions.
- Consulting internal departments.
- Reviewing previous communications.
- Confirming technical information.
- Identifying applicable company procedures.
Resolution
Where authorized, Customer Service may resolve issues through:
- Providing information
- Correcting administrative errors
- Updating appropriate records
- Coordinating service assistance
- Providing approved instructions
- Escalating specialized issues
- Other authorized actions
Escalation Management
Cases requiring escalation may involve:
- Significant technical problems
- Legal disputes
- Contract interpretation
- Billing disputes
- Security concerns
- Privacy concerns
- Fraud concerns
- Serious customer complaints
- Repeated service failures
- Significant financial matters
- Reputational concerns
Technical Escalation
Technical issues should be routed to IT & Digital Systems or the appropriate technical business unit.
Customer Service may remain responsible for communicating appropriate status updates to the customer.
Billing Escalation
Billing questions may be initially documented by Customer Service.
Matters involving:
- Accounting corrections
- Refund authorization
- Payment disputes
- Collections
- Tax matters
- Financial adjustments
should be coordinated with Finance & Accounting.
Legal Escalation
Customer Service personnel should not provide legal advice.
Legal questions, formal disputes, contract interpretation, legal notices, or threatened legal proceedings should be routed to Legal & Business Affairs.
Security & Privacy Escalation
Potential matters involving:
- Unauthorized account access
- Data exposure
- Suspicious activity
- Privacy complaints
- Security incidents
- Credential compromise
should be immediately routed according to established security procedures.
Complaint Management
Complaints should be handled through:
Complaint → Documentation → Acknowledgment → Investigation → Appropriate Resolution / Escalation → Follow-Up → Closure
Customers should be treated professionally even when concerns cannot be resolved in the manner requested.
Difficult Customer Interactions
Customer Service personnel should remain professional during difficult interactions.
Threatening, abusive, discriminatory, or dangerous behavior should be handled according to company safety and escalation procedures.
Service Recovery
Where appropriate and authorized, service recovery may involve:
- Correcting an error
- Providing updated information
- Coordinating expedited assistance
- Escalating the issue
- Providing an approved remedy
Financial compensation, credits, or refunds require appropriate authorization.
Customer Feedback
Feedback may be collected through:
- Support interactions
- Surveys
- Account reviews
- Customer communications
- Complaints
- Service reviews
Feedback should be used to identify legitimate opportunities for improvement.
Customer Experience
The Director / Manager may evaluate the overall customer journey involving:
- Onboarding
- Account access
- Service use
- Support
- Billing interactions
- Communications
- Problem resolution
- Renewals
- Other customer touchpoints
Recurring Issue Analysis
Recurring problems may be tracked as:
Issue → Frequency → Customer Impact → Responsible Department → Root Cause / Findings → Corrective Action → Status
Customer Service may identify patterns but specialized departments remain responsible for appropriate technical or operational root-cause analysis.
Knowledge Base
The department may develop approved resources involving:
- Frequently asked questions
- Account assistance
- Service instructions
- Troubleshooting
- Policies
- Customer procedures
- Other common questions
Knowledge-base information should be reviewed periodically for accuracy.
Customer Self-Service
Where appropriate, customers may be provided access to:
- FAQs
- Help articles
- Account guides
- Service-status information
- Troubleshooting resources
- Contact options
Self-service should complement rather than eliminate appropriate human support.
Service-Level Targets
The department may establish targets involving:
- Initial response
- Case assignment
- Resolution
- Escalation
- Customer follow-up
Targets should reflect actual staffing, service complexity, and business requirements.
Quality Assurance
Customer-service quality reviews may evaluate:
- Accuracy
- Professionalism
- Communication
- Procedure compliance
- Documentation
- Appropriate escalation
- Resolution quality
- Customer treatment
Customer Service Reporting
Reports may include:
- New cases
- Open cases
- Closed cases
- Case volume
- Response times
- Resolution times
- Escalations
- Issue categories
- Recurring problems
- Customer feedback
- Quality-review findings
Staffing & Scheduling
The Director / Manager may establish staffing based on:
- Customer volume
- Business hours
- Service requirements
- Peak periods
- Product launches
- Events
- Production schedules
- Other operational needs
Staff Leadership
The Director / Manager may supervise:
- Customer Service Managers
- Customer Support Specialists
- Customer Service Representatives
- Customer Support Coordinators
- Customer Service Assistants
Leadership responsibilities may include:
- Recruitment
- Training
- Scheduling
- Coaching
- Performance management
- Case review
- Escalation support
- Quality assurance
- Professional development
Training
Customer-service personnel may receive training involving:
- Company services
- Customer communication
- Case management
- Privacy
- Security
- Escalation procedures
- Conflict management
- Customer-service systems
- Documentation
- Relevant business-unit processes
Customer Privacy
Customer Service may have access to personal or commercially sensitive information.
Access should be limited to information necessary for legitimate assigned duties.
Confidentiality
The department may encounter:
- Customer contact information
- Account information
- Billing information
- Business information
- Artist information
- Unreleased projects
- Support history
- Technical information
- Contracts
- Complaints
- Internal company information
Such information must only be used for legitimate authorized purposes.
Music & Entertainment Customer Support
Depending on the applicable Antwi Group business, support may involve customers such as:
- Artists
- Labels
- Creators
- Producers
- Businesses
- Professional clients
- Other service users
Specialized questions involving rights, royalties, distribution, contracts, recordings, or technical delivery should be routed to appropriate qualified teams.
Cross-Department Collaboration
Executive Leadership — customer-service strategy and significant escalations.
Sales & Client Relations — client relationships and account concerns.
Operations & Administration — service processes and operational issues.
IT & Digital Systems — technical support and system issues.
Finance & Accounting — billing, refunds, payments, and financial issues.
Legal & Business Affairs — contracts, legal disputes, and legal notices.
Security & Safety — security incidents and threatening interactions.
Marketing / Communications — approved customer communications and service messaging.
Business Units — specialized product and service issues.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Customer Experience, Management, Operations, or a related field preferred.
- Significant professional experience in customer service, customer support, customer success, service operations, contact-center management, or related work.
- Previous supervisory or management experience strongly preferred.
- Excellent written and verbal communication.
- Strong customer-service leadership.
- Strong problem-solving and conflict-resolution abilities.
- Excellent organizational skills.
- Ability to manage escalated customer matters.
- Strong analytical abilities.
- Experience with CRM, help-desk, ticketing, or case-management systems preferred.
- Strong professional judgment and integrity.
- Ability to maintain confidential customer information.
Preferred Skills
Experience involving one or more of the following is highly desirable:
- Customer service leadership
- Customer support
- Customer experience
- Contact-center operations
- Help-desk systems
- Ticketing systems
- Escalation management
- Quality assurance
- Knowledge-base development
- Customer success
- Entertainment
- Music
- Media
- Technology
- Digital services
Leadership Expectations
The successful candidate should demonstrate:
- Leadership
- Empathy
- Professionalism
- Integrity
- Communication
- Accountability
- Problem solving
- Patience
- Organization
- Fairness
- Customer focus
- Confidentiality
- Strong follow-through
Career Development
A potential career path may include:
Director / Manager of Customer Service & Support → Senior Director / Head of Customer Experience → Vice President of Customer Experience / Operations → Senior Executive Leadership
Professional development may include Customer Experience, Service Operations, Customer Success, Quality Management, Operations, Leadership, or Business Management.
Location
Poconos, Pennsylvania
The position will primarily involve office-based customer-service leadership but may require work at other company facilities, studios, production locations, events, or approved business locations.
Customer-service requirements, service disruptions, launches, events, or significant escalations may occasionally require evening, weekend, holiday, or irregular-hour availability.
Employment Type
Full Time
Department
Customer Service & Support
Reports To
Senior Management / Executive Leadership
About The Antwi Group
The Antwi Group is a growing organization operating across creative, entertainment, media, and related business sectors. Our teams bring together creative talent, technical expertise, management, financial discipline, technology, production, operations, and business development to build projects and opportunities designed for long-term growth.
Application
Interested candidates should submit an application outlining their education, customer-service, customer-support, customer-experience, service-operations, management, leadership, escalation-management, or related professional experience and other relevant qualifications.
Applicants may also be asked to provide a résumé/CV, professional references, and relevant professional certifications or training documentation.
Applicants should not submit confidential customer records, support tickets, account credentials, customer contact databases, proprietary service information, internal complaints, contracts, financial information, or other confidential materials belonging to current or previous employers, customers, clients, or business partners.
The Antwi Group is an equal opportunity employer. We consider qualified applicants without regard to characteristics protected by applicable law.