Customer Service Manager

Customer Service · City of Industry, California
Department Customer Service
Employment Type Full Time
Minimum Experience Manager/Supervisor

NZXT is a rapidly growing company made up of gamers, builders and PC enthusiasts on a mission to create hardware, software, experiences, and services that surprise and delight gamers of all types. We are a team of creative, motivated and results-oriented people who love what we do and are dedicated to making it easy, fun and rewarding for our audience to play games. We are a founder-led organization that has not lost any of our entrepreneurial, scrappy roots. This is an exciting time to join NZXT as we are poised for significant global expansion and growth.


CULTURE & VALUES

At NZXT, we believe in the importance of Design Thinking and the power of Serving Community, and our values spring from those two core ideas:


Every Voice Matters                                Win Together

Keep It Simple                                         Give A Shit

Build Scalable Systems                           Commit To Quality

Learn And Grow                                       Do What You Say                                         

 

We hope that every NZXT employee internalizes and practices these values to the point where they become second nature. We expect our leaders and managers to embody and nurture these values, because when they are in full force... amazing things can happen.


JOB SUMMARY


The Customer Service Manager will have the opportunity to make a difference in the lives of our fellow PC gamers and community by delivering world-class customer and technical support. We are looking for a Customer Support Manager who is forward-thinking and strives to make a difference at every customer touch-point. They will be responsible for maintaining high customer satisfaction and NPS while providing leadership/mentorship to the Technical Support and Customer Support Team. They will be responsible for escalating any foreseeable issues and demonstrate the ability to work cross-functionally on a resolution. Able to bring strategic ideas and solutions derived by insights and metrics to improve customer experience. Able to evaluate and improve team and agent productivity. They will be responsible for overseeing the daily operations of the US CS Department and will utilize data and insights on driving improvements.


RESPONSIBILITIES


  • Recruit, manage, and retain US Customer Service and Technical Support Team 
  • Provide leadership and mentorship to US Team Supervisors and Leads
  • Ensure KPI’s are being met and provide worldwide best in class service via all channels
  • Manage escalations and bring forth any foreseeable issues
  • Organizational KPI’s/Reporting
  • Closely monitor key trends in RMA/QC/Product (HW, SW, Web)
  • Analyze customer experience through survey feedback, call/chat monitoring, and analytics and make recommendations on process imrpovements
  • Lead the interview process for new CS/Technical Support hires.
  • Forecasting of CS Spare Parts and Staffing Levels
  • Assist with analyzing and maintaining department budget/finance 
  • Collaborate cross-functionally in improving Customer Experience
  • Zendesk and Support sync Administration and Maintenance
  • Improve operational efficiency, productivity and process improvements by analyzing key metrics and trends discovered in QA
  • Identify areas of improvements in the Customer Journey that would enhance the customer experience across the organization
  • Implement process improvements to support business growth with an emphasis on building scalable systems and cost reduction
  • Provide “voice-of-the-customer” inputs to the Product and Engineering Team for future products and product improvements


EXPERIENCE & QUALIFICATION


  • Minimum 4+ years of experience in Customer Support/Technical Support, preferably in a consumer-facing electronics company. 
  • Minimum 3+ years in a leadership/management position
  • Bachelor’s degree, or equivalent work experience.
  • Zendesk Administration Experience Required 
  • Familiar with Zendesk Explore Reporting and Guide
  • Knowledge of platforms such as Jira, Shopify, Acumatica would be a plus


SKILLS


  • Strong leadership and technical abilities
  • Proficient with Microsoft PowerPoint, Excel, and Word
  • Ability to identify, track, and report on customer trends and KPIs
  • Must have a Technical Support background with great attention to detail and problem-solving
  • Excellent verbal and written communication skills (Additional languages is a plus)

Thank You

Your application was submitted successfully.

  • Location
    City of Industry, California
  • Department
    Customer Service
  • Employment Type
    Full Time
  • Minimum Experience
    Manager/Supervisor