Customer Support Lead, Web and Order Experience

Customer Service Chicago, Illinois


Description

Position at SteelSeries

ABOUT US: SteelSeries is a global leader in enhancing gamers’ experience through devices and software they need and want.  We were founded to help e-sports pros win major tournaments.  And wow have we succeeded!  In fact, e-sports pros have won more prize money using our gear than any other brand (and we are just a little bit proud of that). We understand and share the passion for gaming better than anyone else because we too are dedicated gamers on a mission to cut through the flash and hype.  We bring cutting-edge products to life that meet real needs.  We believe in creativity and imagination, in being true to gamers and ourselves, and of displaying the same killer instinct in our work as we do when we game.


What you’ll do in your role.

  • Handle and deal with customer's payments and orders.

  • Provide strategic recommendations on system and processes changes

  • Coach and mentor your team members to be top performers and provide an exceptional customer experience 

  • Catch recurring issues for the QA team, and stopping fraud.

  • Effectively translate customer experiences, leadership decisions, and strategic areas of focus down to cross-functional and drive them forward.

The experience you’ll bring.

  • Experience providing better checkout and delivery experiences for customers.

  • Preferred experience working with payment processors such as PayPal and Stripe.

  • Excellent written and verbal communication skills with ability to present complex technical information in a clear and concise manner to a variety of audiences.
  • 2+ years of customer service experience

30-Day Growth:

All about getting started on the right foot. This is the time to develop an efficient workflow and spend time learning on the job. You should emerge from this month with knowledge of the products, company, support tools, and existing knowledge base

60-Day Growth:

Put your learning into action. It’s a chance to apply early learnings of the web backend and support software into more in-depth scenarios requiring critical thinking. By the end of this month, you should be on your way to resolving cases, issues, and questions at the rate of a veteran rep with high-quality KPI scores.

90-Day Growth:

Own your role.  You will be responsible for the performance of our webstore backend systems.  Become knowledgeable on payment verification, chargeback disputes, fraud patterns, and everything in between.  Identify areas that need improvement and come up with an implementable plan.