Customer Services Manager
About the job
Summary
The Customer Service Manager will lead and elevate the remote customer service team based in the Philippines. Responsibilities include managing the team, conducting training, reviewing performance, resolving complex issues, developing and implementing policies and procedures, and analyzing data to identify areas for improvement. The role involves setting KPIs, implementing new technologies, gathering customer feedback, and collaborating with other departments to enhance the customer experience. This position requires strong leadership, communication, analytical, and problem-solving skills, along with experience in online customer service and managing teams.
Must have:
- 5+ years customer service experience (2+ years management)
- Experience with Zendesk, Google Apps, payment processors
- Strong leadership, communication, analytical skills
- Team management and performance metric analysis
- Problem-solving and process improvement skills
Good to have:
- Passion for video games and pop culture
- Experience with JIRA
- Experience with AI in customer support
Perks:
- Competitive salary
- Robust health and wellness benefits
- 401k with company match
- Flexible time off
- Employee Stock Purchase Plan
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Description
About Humble Bundle:
Humble Bundle sells video games, ebooks, software, and other digital content. Our mission is to support charity while providing awesome content to customers at great prices. We launched in 2010 with a single two-week Humble Indie Bundle, but we have humbly grown into a store full of games and bundles, a subscription service, a game publisher, and more. We have raised $255 million for charity and counting.
Position Intro:
We are seeking a savvy and sharp Customer Service Manager to lead and elevate our remote customer Service team, who is based in the Philippines. This role will be based in the Pacific Time Zone and you will liaise between CS agents and business collaborators, such as Strategy, Operations, Legal, Payments, Engineering and Business Development. The ideal candidate will have a passion for customer satisfaction, a curiosity about problem-solving, and the ability to drive a culture of excellence.
As the Customer Service Manager, you will be responsible for overseeing all aspects of the customer service department – including but not limited to reviewing the queue and identifying and prioritizing emerging issues, gaining business insight to prioritize agents workload and work process, writing new macros for our agents to use, and writing help articles – all ensuring our customers receive the highest level of support.
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.
Ziff Davis Gaming offers competitive salaries in addition to robust health and wellness focused benefits including medical, dental, vision, life and disability benefits; Flexible Spending accounts, 401(k) with company match, an Employee Stock Purchase Plan, Pregnancy and Parental leave, Family Planning Support via Maven, Flexible Time Off, Volunteer Time Off, Fitness Reimbursement as well as employee-focused engagement and education programs, including Employee Resource Groups and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then IGN is the place for you.
Ziff Davis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Salary Disclosure: Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The base pay for this position ranges from $70,000 to $75,000, 401K with company match, medical, dental, vision, and life insurance, short and long-term disability, and a flexible time off policy.
View Full Job Description
$70.0K - $75.0K/yr (Outscal est.)
$72.5K/yr avg.
New York, New York, United States
About The Company
Humble's mission is to be a force for good in the game industry and in the world. That mission began in 2010 with the launch of Humble Bundle’s first game bundle for charity—and since then, our efforts have grown to include regular bundles of games, books, and software supporting great charity causes; an online storefront; Humble Choice, our monthly gaming membership service; Humble Games, a publisher dedicated to supporting developers and delivering top-quality games to people around the world, and much more. Together with our community, we have raised $240 million for charity and counting.
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