About the Role
The Customer Service Manager will lead a team of customer service representatives in developing and executing a best in class customer experience that services our customers’ various needs. This role will work cross-functionally to support ecommerce, sales, and operations. As the Customer Service Manager, your responsibility is to motivate and lead your team, provide team members with clear direction on policies/procedures/processes, and ensure customer issues are resolved in a timely manner with high customer satisfaction.
HOW YOU’LL CONTRIBUTE:
Manages a team of service representatives that respond to customer inquiries
Coaches team members on best practices for responding to inquiries
Reports customer feedback, trends, and issues to stakeholders
Collaborates with related departments to recommend solutions or suggest changes to products and services
Be the main point of contact between our sales/ecommerce team, operations team, 3PLs, and game development team
Requirements
Minimum 2 years experience as a Customer Service Manager
Customer Service Experience 5+ years
Ability to learn and understand technical details and act as a subject matter expert for business processes related to order entry, order management, customer and sales reporting
Experience managing an ERP and other technical systems cross-functional systems
Strong written and verbal communication skills
Excellent problem solving skills
Ability to deliver creative solutions to complex issues that impact customers
Train and mentor team members