This leadership position requires an action-oriented, flexible problem-solver that will recruit, mentor, and develop a team of 8-20 customer support representatives. The Customer Service Manager will be responsible for the overall direction and evaluation of the team and nurture an environment where members feel encouraged and empowered to excel. A Customer Service Manager will utilize a variety of tools, reporting, and methodologies to mentor, strategize, and communicate effective solutions in a fun, fast-paced environment.

What does success look like?

OPSkins is looking for a Customer Support Leader to manage all aspects of Customer Support within a global, multi-language, 24/7 support environment.

The Customer Service Manager ensures that the needs of OPSkins’ customers are being satisfied. They are champions of extraordinary customer service and promote this idea throughout the organization. They use analysis and judgment to identify process gaps and execute solutions for improvement internally. The successful candidate must mentor and lead Customer Support team, as well as all other internal departments, to find timely solutions for client reported issues, questions and escalations. One of the main responsibilities of this position is to seek the most efficient way to perform day-to-day tasks for the Customer Support Department.

The Customer Service Manager will focus on improving customer satisfaction, monitoring real time service levels, and serving as the point of contact for escalated contact resolutions. 

Responsibilities:

• Be a natural leader who inspires; Be curious and very self-aware
• Operate in a 24/7 multi language environment supporting global markets, dealing with gamers from around the world
• Help develop and lead a team of 8-20 customer support representatives; be responsible for the overall direction and evaluation of the team
• Be committed to improving customer service experience and facilitate organic growth, both internally and externally
• Use customer satisfaction tools such as CSAT, CES, or NPS to drive customer satisfaction
• Identify and eliminate barriers to accuracy, productivity, and quality by driving performance metrics
• Proactively solve complex customer service issues
• Develop performance goals and objectives in order to achieve customer expectations
• Have strong organization, analytical, problem-solving and project management skills with incredible attention to detail
• Successfully lead a delivery of services involving cross-functional/cross-geography teams
• Be committed to improving the customer service experience
• Have strong organizational, analytical, problem-solving and project management skills with incredible attention to detail
• Have the ability to set a clear mission and create strategies focused on accomplishing that mission

Requirements:

• Experience with at least one, or more customer satisfaction tools such as CSAT, CES, or NPS is a must!
• BA/BS degree or higher
• 5+ years of experience directly managing Customer Care, Call Center, or Customer Service teams

• Experience using DOMO, or other data analysis tools to measure and drive improvements in the customer support organization
• Experience managing a multi-language customer support team
• B2C as well as B2B customer support experience is a must
• Experience reporting and measuring customer satisfaction and other metrics. Bonus points for MySQL
• Strong verbal (speaking, listening, interpretation) and written communication skills
• Expert PowerPoint skills, with the ability to tell the team story through data analytics. 

WORKING CONDITIONS

• Occasional off-hours meetings and conference calls, managerial on-call and periodic overtime
• Ability to switch contexts quickly and often, from customer to customer and from topic to topic with minimal preparation; maintain constant awareness of high-priority issues

EDUCATION

• University degree or College diploma in Business Administration, Computer Sciences or related field from an accredited learning institution

(The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned as required by management.)