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(Expired) Senior Manager, Customer Experience - US

1 month ago by Scuf Gaming

  Suwanee (Georgia), USA

Level: Senior

Contract: Full Time (Paid)

Sector: Customer Service

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Scuf Gaming, the world’s leader competitive gaming control systems is looking for a Senior Manager, Customer Experience - US who will help us to develop and lead the delivery of a premium experience in servicing Scuf Gaming’s customers online and offline via web, email, voice, chat and social media. You’ll be asked to manage an organization of customer service representatives to ensure all customer needs and expectations are met. The Sr. Manager, CE will lead and direct all facets of customer retention to include participating in the resolution of customer concerns; define and develop a customer contact strategy; analyze operational processes and escalation procedures; as well as, perform training assessments to identify areas for service delivery improvements ensuring a positive customer experience.

Our Sr. Manager of US Customer Experience will communicate across the business to ensure proper customer care. He/she will set the strategy for effective customer order processing. He/she will act as a change agent and look for ways to improve Customer Care processes. He/she will also be looked to as the lead for driving customer service initiatives across the company, with a primary emphasis on the United States and Canada.

Here's what you’ll be doing:

  • Act as a key member of the Marketing team and department to provide a customer experience to all consumers that keeps them coming back
  • Directly supervise Customer Support Team Leaders and all customer support agents on daily activities for the achievement of customer support goals and expectations (Customer Support includes online reviews, live chat, phones and email, as well as Social Assist team)
  • Manage performance and development of subordinate leads and staff members
  • Develop subordinate leaders and supervise a team to execute new and existing programs or processes effectively
  • Active involvement in staffing needs and succession planning for anticipated future needs
  • Monitor team performance to ensure that the customer support goals are met while supporting quality and training efforts
  • Define KPI’s, measure and demonstrate the group productivity as well as the individual’s reports related to customer service or outcomes
  • Foster an all-inclusive culture that promotes teamwork and a place where people feel valued, needed, and appreciated
  • Create a motivated and energetic workforce that reflects our premium line of products and customers are excited to engage with
  • Promote a sales culture to maximize add-on sales and an informed customer experience
  • Identify and articulate reporting requirements which includes specific data, anticipated outcomes, and underlying issues that need resolution
  • Identify, recommend, and support the implementation of various programs and/or systems for the improvement of customer support processes
  • Support of fellow managers across the company to leverage resources and people to maximize productivity and results
  • Support the confidentiality of customers and company information
  • Think strategically and work effectively in times of high demand
  • Demonstrate the ability to communicate effectively and tailor messages to audience appropriately
  • Protect company assets when using company supplies and implementing procedures
  • Work together with peer departments to investigate, resolve, and institute reforms for issues found from Production or Shipping

REQUIREMENTS:

  • 5+ years working in a customer-facing leadership role for a technology company
  • Demonstrable ability to impact change within an organization by diagnosing common customer needs and translating those needs into actionable solutions
  • Exceptional cross-organization collaboration and communication skills
  • Experience managing large-scale implementations and/or project management experience
  • Proven experience working with gaming, technology, internet, or electronic manufacturing products and building lasting relationships with customers
  • Ability to advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed
  • Extensive experience hiring, managing, and developing employees
  • A demonstrable desire for continuous learning and improvement
  • Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere
  • Extensive experience gathering data from a wide variety of resources and mining that data to measure current performance and change over time.

Scuf Gaming offers competitive wages and benefits, including a relaxed and casual work environment. Scuf Gaming is an Equal Opportunity Employer and participates in E-Verify.

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This job has expired and applications are now closed.