Customer Service Manager
Description
About Us:
Humble Bundle is part of IGN Entertainment. IGN Entertainment, a division of Ziff Davis, Inc., is one of the world’s largest gaming and entertainment media platforms and the go-to destination for fans to explore and celebrate games, film, TV, comics and much more. Across its 16 digital properties, IGN Entertainment reaches more than 490 million monthly users in 110 countries and engages with 73 million fans on social media. Its portfolio includes favorites such as IGN, Eurogamer, Digital Foundry, Rock Paper Shotgun, and MapGenie, delivering daily content across 46 platforms, including YouTube, TikTok, X, Facebook, Instagram, Snapchat, and connected TV. Through its online digital store Humble Bundle, IGN Entertainment has donated over $250 million to more than 38,000 charities worldwide, underscoring its commitment to making a positive impact. Headquartered in Los Angeles, IGN Entertainment's content is localized in 20 languages. Learn more at corp.ign.com.
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 $79,000 - $95,000, 401K with company match, medical, dental, vision, and life insurance, short and long-term disability, and a flexible time off policy.