This job might no longer be available.

Customer Service Manager

We are looking for a community-oriented Customer Service Manager! As a Customer Service Manager, you will support the Customer Service team in their day to day roles, provide feedback and insight to other departments, and develop policies and processes to best support the customer. You’re patient, empathetic, and genuinely excited to help customers! You’re a self-starter that effectively communicates and manages your time wisely. You can put yourself in your customer’s shoes and advocate for them when necessary. You have a passion for customer service and ownership of the customer experience. Problem-solving also comes naturally to you. If the solution isn’t obvious, you dig for it. This position reports to the Head of Business Operations.

Responsibilities

• Identify and implement opportunities for operational process improvements
• Investigate new technologies within the customer service sphere
• Document processes and policies for the Customer Service Resource Manual
• Provide direct feedback to CSRs about tickets, through analyzation of data dashboards
• Hire, train, and develop a team to represent Rooster Teeth and deliver a first-class customer experience
• Take on specific, deadline-oriented projects as needed and interact with leaders in other departments
• Prepare regular data reports and analysis for senior management to describe progress toward KPIs and relevant trends
• Represent the CS team across the organization and provide perspective when discussing long-term planning
• Maintain a high level of quality in all CS interactions, constantly improving ticket turnaround times
• Forecast and oversee seasonal expansions to maintain quality of work during busy periods, especially holiday shopping season
• Collaborate across the organization to anticipate needs of various consumer-facing departments
• Identify, update, and consistently meet performance KPIs, working closely with the broader operations team and the internal data task force

Qualifications

• 2-3 years of experience in customer service
• Very strong verbal and written communication skills
• Proven success using critical thinking to anticipate and communicate customer needs
• Thrives on a team where expertise is shared and feedback is welcomed
• Experience with Zendesk strongly preferred
• Experience in eCommerce strongly preferred
• Proficient in Google Workspace and Office365
• Solutions-oriented self-starter who is comfortable navigating ambiguity