Customer Services Manager

As a Customer Services Manager at Humble Bundle, you will oversee all aspects of the customer service department. This includes managing a remote team, developing service policies, monitoring customer interactions for quality assurance, and analyzing performance metrics to continuously improve our service. You will also be responsible for identifying and resolving complex customer issues, motivating team members, and representing the customers' voice across various meetings.

To apply for the Customer Services Manager position at Humble Bundle, you should have a Bachelor's degree in a related field and at least five years of experience in customer service, including two years in a managerial role. Familiarity with tools like Google Apps, Zendesk, and JIRA is also essential, along with strong communication and analytical skills.

Yes, the Customer Services Manager role at Humble Bundle is primarily remote. However, candidates located in cities such as Los Angeles, New York, or London may be required to work from the office 1-2 days per week. This flexibility allows you to work from wherever you are most comfortable while still being an integral part of the team.

Key skills for a Customer Services Manager at Humble Bundle include excellent written and verbal communication, team management and motivational abilities, analytical thinking, problem-solving skills, and a solid understanding of customer service metrics. A passion for video games and knowledge of industry trends is also a significant advantage in this role.

Humble Bundle is committed to supporting the professional growth of its Customer Services Manager by providing continuous training and development opportunities. You'll have regular feedback sessions, individual mentorship, and access to resources that help you improve your leadership skills, enhance team performance, and better understand customer needs.

Humble Bundle offers a dynamic work environment where creativity, collaboration, and innovation are encouraged. As a Customer Services Manager, you will have the opportunity to make a direct impact on customer satisfaction and work alongside dedicated individuals in a culture that values diversity and inclusion.

The salary range for the Customer Services Manager position at Humble Bundle is between $70,000 and $75,000, depending on experience and qualifications. In addition to a competitive salary, you will also enjoy benefits like medical, dental, vision insurance, a 401(k) plan with company match, and flexible time off policies.

In my role as a Customer Services Manager, I prioritize active listening and empathizing with the customer. My approach involves understanding the root cause of their issue, offering a tailored solution, and ensuring they feel valued. By training my team to handle difficult situations with patience and professionalism, we turn challenges into opportunities for improvement and customer loyalty.

To motivate my customer service team, I focus on clear communication, recognition, and continuous training. I set achievable performance goals and celebrate milestones, ensuring every team member understands their contributions to our overall success. Regular coaching and feedback sessions are also essential for enhancing team performance and fostering a culture of excellence.

I have significant experience with customer service software like Zendesk and JIRA. To maximize their potential, I ensure my team is well-versed in using these tools effectively – from ticket management to performance tracking. By implementing best practices and continuously evaluating our processes, we streamline operations and enhance the customer experience.

In a fast-paced environment, I prioritize emerging customer issues by analyzing data and identifying trends. By categorizing issues based on severity and impact, I can allocate resources effectively. My ability to foresee potential problems allows me to implement proactive solutions and communicate efficiently with my team.

I utilize surveys, direct communication, and metrics analysis to gather and analyze customer feedback. This information guides my team in understanding customer preferences and expectations. By creating actionable insights from this data, I can identify areas for improvement across the organization.

To ensure consistent quality in customer interactions, I monitor agent performance and implement regular training sessions focused on best practices. I also encourage open communication within the team, facilitating peer reviews and sharing feedback. Creating a resource hub with response templates and articles helps maintain a high standard across interactions.

When implementing new technologies in customer service, I start by assessing the needs of the team and customers. I then research relevant tools that align with our goals. It's essential to involve the team in the transition through training and support, as well as to regularly gather feedback on the technology's effectiveness post-implementation.

Empathy plays a crucial role in customer service management, as it helps build rapport with customers and understand their pain points. I encourage my team to put themselves in the customers' shoes, ensuring we respond to concerns thoughtfully. This empathy contributes to improved customer satisfaction and loyalty.

One successful project involved streamlining our ticket response process. By collaborating with different departments, I identified bottlenecks and proposed solutions, including creating a FAQ resource for common issues. This project not only improved response times but also increased customer satisfaction metrics considerably.

To align the goals of the customer service department with overall business objectives, I regularly communicate with executive leadership, ensuring our customer service strategies directly support broader company initiatives. By understanding company priorities, I can set team goals that reflect these objectives, ultimately driving revenue and customer satisfaction.