Customer Service Specialist - Project Management

About Secretlab

Secretlab, a global leader in gaming chairs, proudly serves over a million users worldwide with primary markets in the United States, Europe, and Singapore, where its headquarters are situated.

Role Overview

Our customer service (CS) approach prioritizes making every interaction meaningful without compromising efficiency. As a Customer Service Enablement Specialist, you will be the driving force behind key ambitious projects such as revamping the knowledge management system and implementing scaled automation. This role requires a proactive professional who can manage technical projects adeptly, transforming raw data into actionable operational successes. Beyond managing tasks, you will act as a strategic collaborator linking leadership's overarching objectives to daily CS operations.

Impact

The CS team represents Secretlab’s brand to a global community of dedicated fans. Amid major collaborations with iconic partners like Riot Games, Game of Thrones, and Batman, your enablement efforts will guarantee that our service excellence matches our premium product standards. By optimizing infrastructure and automation, you will safeguard customer experience during significant launches and esports events, ensuring every engagement reflects the premium reputation of our brand and partners.

Responsibilities

• Convert operational data and metrics into understandable and practical recommendations aimed at enhancing cost-effectiveness and service quality.
• Oversee the full lifecycle of improvement initiatives, guaranteeing each project produces measurable returns.
• Develop and sustain necessary technical systems including CRM platforms, Knowledge Bases, and automation tools to support an expanding global CS team.
• Facilitate alignment between leadership's strategic direction and the daily operations of teams by applying Agile methodologies.

Requirements

• Minimum of 3 to 5 years experience successfully leading improvement projects within customer support environments.
• In-depth understanding of the customer support process, contact center frameworks, and CS performance metrics such as cost-per-contact impacts.
• Proven expertise in managing stakeholders and delivering presentations to executive audiences; experienced in utilizing Agile for handling multifaceted deliverables.
• Practical experience with CRM software like Zendesk and strong proficiency in spreadsheet tools such as Microsoft Excel or Google Sheets.

Additional Qualifications

• Knowledge of HTML is considered an advantage but not mandatory.