Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
You will be one of the trusted leaders of the Global Customer Support team, playing a leading role in ensuring impeccable support for our global customer base across more than 60 countries. As a Customer Support Manager, you will be overseeing a team of in-house agents as well as outsourced vendors. You will be accountable for all aspects of customer support operations, including team management, escalation management and setting processes and policies. This role is instrumental in ensuring exceptional customer experiences and maintaining efficient departmental operations.
You will lead an ambitious team ensuring a world-class experience for our global customer based, and be involved with all Secretlab initiatives, including collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.
Responsibilities
- Primarily responsible for day-to-day operations of Customer Support team (both internal HQ and outsourced vendors), ensuring efficient and effective handling of customer inquiries, requests and issues
- Serve as the point of escalation for complex customers issues, ensuring prompt and satisfactory resolution
- Implement and monitor customer service policies, procedures and standards to ensure consistency and adherence to quality service delivery
- Adopt a proactive approach in evaluating and reviewing existing customer service structure, policies and operational processes to ensure relevancy and effectiveness
- Analyse customer service data and metrics to constantly deep delve and identify trends and areas for improvement, constructively challenging status quo and driving improvements to key performance indicators
- Generate comprehensive operational reports to Senior Management and collaborate with the CS leadership to translate insights to actionable plans for decision-making or process improvements
- Collaborate with cross-functional teams, including Operations & Logistics, Marketing, and Product to address customer concerns and drive resolutions
- Stay updated on industry trends and best practices in Customer Service to enhance departmental performance and drive customer satisfaction
- Manage and provide inspired leadership for a team of front-facing customer service agents, including delegation of responsibilities, performance management, recruitment, succession planning and coaching
- Establish and conduct regular coaching and training sessions for CS agents to foster continuous improvement in their skills and knowledge
- Foster a positive and inclusive team culture that promotes collaboration, engagement and exceptional customer service
Requirements
- At least 5 years’ experience in Customer Service and 2 years experience leading a customer service team with proven record of success
- Experience working with global customer bases (varying languages) in an ecommerce/ direct-to-consumer environment highly preferred
- Strong understanding of consumer psychology with a natural inclination for customer-centric thinking
- You should bring a wealth of knowledge & experience pertaining to all things Customer Service including (but not limited to): (i) CS Softwares & Tools, (ii) Vendor Management (BPO), (iii) Performance Management, (iv) Crisis management, (v) Building & Structuring Teams
- Adept communicator with a strong command of written and spoken English, excellent email writing and etiquettes
- Astute business mind with strong operational decision-making skills
- Strong interpersonal and relationship building skills with ability to communicate well and influence across different levels in the organisation (internal and vendors) and cross functional teams (Training, Quality Assurance, Legal, Finance etc.)
- Proven problem solver who is able to think out of the box for meaningful solutions and consistently seek to improve customer service quality
Bonuses
- Passion for, and knowledge of the gaming/esports industry
- As this is an always-on operational role, the ability and availability through various times to ensure seamless service and/or during key peak periods or launches
