Customer Service Manager

Description

About Us:

Position Intro:

Responsibilities:

• Team Leadership
  • Manage our remote third party customer service agency, and coach agents, supervisors, and leads on the team to improve responses to customers and response times
  • Conduct regular training sessions and review individual agent performance metrics weekly, sharing feedback and areas for improvement with the agency management team.
  • Motivate agents and peers alike, fostering a positive and collaborative team environment.
• Customer Support
  • Develop and implement customer service policies, procedures, and standards.
  • Identify new emerging customer issues, fully researching the root problem, create responses for agents to quickly implement, and coordinate with other teams to resolve the issue
  • Resolve most complex and sensitive customer issues
  • Monitor customer interactions with agents and provide feedback to ensure quality and consistency.
• Performance Management
  • Set and track key performance indicators for the customer service team.
  • Analyze data to identify trends and areas for improvement.
  • Prepare and share crisp, consolidated updates on customer service metrics to senior leadership.
• Process Improvement
  • Continuously evaluate and improve customer service processes, and optimize for efficiency and simplicity
  • Implement new technologies and tools such as AI to enhance customer support.
  • Collaborate with other departments to streamline processes and improve the customer experience.
• Customer Feedback
  • Gather, analyze, and report out customer feedback to find opportunities for improvement for other areas of the business such as marketing, operations, and product development - this looks like end of month summaries and JIRA bug tickets
  • Develop strategies to enhance customer satisfaction and loyalty.
  • Represent the voice of the customer in all internal activities, meetings, and conversations

Required Experience:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service in an online environment, with at least 2 years in a managerial role
• Minimum of 1-2 years experience with a proven track record of successfully managing projects and a high performing team
• Previous experience with the Google Apps suite
• Previous experience with the Zendesk ticketing system
• Previous experience with payment processors such as Stripe, Paypal and/or Amazon
• Previous experience with JIRA bug-tracking software
• Experience with performance metrics and process improvements

Skills & Abilities:

• Excellent written communication and interpersonal skills.
• Strong agency management and team motivation abilities
• Analytical attitude with the ability to interpret data and make informed decisions.
• Problem-solving skills and the ability to remain calm under pressure in a fast-paced and high-volume environment
• Strong customer service skills and empathy for issues that affect the gaming community
• Able to be organized, follow through to issue resolution
• Curiosity and passion for the company and team’s overall success
• Able to delegate tasks among the team or other specialties as appropriate

Bonus Points

• A passion for and deep knowledge of video games in general, including PC gaming
• Interest in pop culture topics you might find at Comic-Con or on IGN - including comics, trending film and TV releases, software for creatives, etc.

Work Environment:

• Work Schedule: 40 hours per week, M-F. This role is expected to be available on weekends and holidays, as needed, to oversee issues from our Customer Service team.
• Travel Requirements: Some travel will be required for this role.
• Physical Requirements: There are no physical requirements for this role.
• Work Model: For applicants who reside in or around Los Angeles, New York, or London, there may be a requirement to go into our offices 1-2 days per week. For others located in different areas around the world, this position will be remote.