Customer Service Manager

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

Our Operations team in Toronto are currently looking for a Customer Service Manager.

As a Customer Service Manager, you will ensure the team delivers exceptional customer experiences while meeting performance metrics. They support collaboration across the department, drive engagement and culture, and lead continuous process improvements to align with business goals.

Key responsibilities will include:

• Ensure the team consistently meets or exceeds KPIs (e.g., First Contact Resolution, CSAT, AHT, Solve Rate, Tickets per Hour, CES etc).
• Proactively identify performance gaps, implement corrective actions, and celebrate team successes.
• Work closely with other managers in the departments (e.g., Redemptions,Verifications, CS) to align on goals and share best practices.
• Participate in cross-functional projects such as Salesforce optimization, cross-training programs, and new product launches.
• Identify and implement process improvements to improve efficiency, scalability, and customer satisfaction.
• Collaborate with the L&D and oversee structured onboarding and training programs to ensure new hires are equipped for success.
• Mentor team leads to develop their leadership and operational skills.

What you will bring to the role:

• A minimum of 5 years as a Customer Service Manager, managing people leaders in a Customer Care environment
• Familiarity with various customer service platforms, Zendesk, Salesforce, helpdesk software, and data tracking tools is necessary.
• A solid understanding of service delivery principles and experience overseeing multiple leads.
• Experience handling customer inquiries, complaints, and escalations, along with a strong understanding of customer service principles and best practices.
• The ability to handle difficult customer situations and de-escalate conflicts is crucial. A strong background in implementing solutions to improve service delivery and prevent recurring issues is also valuable.
• Experience optimizing workflows and improving service efficiency. Able to use customer feedback and data analysis to drive continuous improvements.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

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