Humble Bundle · 5 hours ago
Customer Services Manager
United States
Full-time
Remote
Senior Level
$70K/yr - $75K/yr
5+ years exp
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Responsibilities
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.
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.
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.
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.
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.
Qualification
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Required
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
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
Preferred
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.
Benefits
401K with company match
Medical
Dental
Vision
Life insurance
Short and long-term disability
Flexible time off policy
Company
Humble Bundle
Humble Bundle is an online digital distribution platform that contributes part of its sales value to charities.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$4.48M2018-01-17Acquired· undefined
2011-04-21Series Unknown· $4.48M
Leadership Team
Kamini Tiwari
Vice President, Social Impact & Chief of Staff
Recent News
Company data provided by crunchbase
