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Customer Service Manager
1 year ago
Exploding Kittens is a leading game and entertainment company with a mission to inspire people to connect, laugh, and play fun games in the physical world. After initially seeking to raise $10K through Kickstarter, the Exploding Kittens campaign raised $8.7M in 30 days from 219,000 backers. To date, Exploding Kittens is the #1 most-backed project in Kickstarter history and has sold over 18 million games. Started by former Xbox game designer Elan Lee and
The Oatmeal’s founder Matthew Inman, Exploding Kittens and its family of games seek to reshape traditional game night into an entertaining person-to-person experience. Today, there are nearly 30 games available for purchase as well as an Exploding Kittens mobile app that is one of the top 30 premium games on both
iOS ,
Android , and the
Nintendo Switch console, as well as a free-to-play app, Kitty Letter.
The Customer Service Manager will lead a team of customer service representatives in developing and executing a best in class customer experience that services our customers’ various needs. This role will work cross-functionally to support ecommerce, sales, and operations. As the Customer Service Manager, your responsibility is to motivate and lead your team, provide team members with clear direction on policies/procedures/processes, and ensure customer issues are resolved in a timely manner with high customer satisfaction.
HOW YOU’LL CONTRIBUTE:
- Manages a team of service representatives that respond to customer inquiries
- Coaches team members on best practices for responding to inquiries
- Reports customer feedback, trends, and issues to stakeholders
- Collaborates with related departments to recommend solutions or suggest changes to products and services
- Be the main point of contact between our sales/ecommerce team, operations team, 3PLs, and game development team
WHAT WE NEED:
- Minimum 2 years experience as a Customer Service Manager
- Customer Service Experience 5+ years
- Ability to learn and understand technical details and act as a subject matter expert for business processes related to order entry, order management, customer and sales reporting
- Experience managing an ERP and other technical systems cross-functional systems
- Strong written and verbal communication skills
- Excellent problem solving skills
- Ability to deliver creative solutions to complex issues that impact customers
- Train and mentor team members
WHAT WE OFFER:
- $70,000-80,000/year
- 100% Company paid medical, dental, and vision benefits for you and your family
- Flexible spending account options (medical, dependent care, transit)
- 401k with company matching
- Flexible paid vacationLearning & development allowance
- Monthly wellness benefit + complementary wellness subscriptions
Please apply directly at jobs.lever.co/explodingkittens. Make sure to include a PDF of your current resume along with a cover letter.
As an Equal Employment Opportunity employer we are committed to complying with all applicable laws providing equal employment opportunity to applicants and employees regardless of sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race (including protected hairstyles such as dreadlocks, braids and twists), religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression and/or the fact that an individual is transgender, transitioning or transitioned), color, ancestry, national origin, possession of a driver’s license, ancestry, physical or mental disability, medical condition, genetic information/trait/condition, marital or familial status, family care or medical leave status, registered domestic partner status, age, sexual orientation, military and veteran status, membership in military reserves, political affiliation, or any other basis protected by federal, state or local law or ordinance or regulation We consider all qualified applicants with criminal histories in a manner consistent with applicable local, state and federal “ban the box” and “fair chance” laws.
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