Customer Service Manager

Summary

Join VGW, an interactive entertainment company, as a Customer Service Manager to oversee service delivery and team performance, ensuring operational targets and service standards are met. You will lead and develop a high-performing team, drive continuous improvement through data analysis and process optimization, and contribute to operational excellence. The role requires ensuring seamless service delivery, enforcing regulatory compliance, optimizing workflows, and delivering impactful reports. A minimum of 5 years of experience in leading customer service operations and teams is required, along with a Bachelor’s degree or equivalent experience. VGW primarily operates in a remote work environment with occasional travel to Metro Manila.

Requirements

• A minimum of 5 years of proven experience in leading customer service operations and teams
• Bachelor’s degree or equivalent experience
• Proven experience in a leadership role within customer service
• Strong communication, interpersonal, and collaboration skills
• Expertise in service delivery, meeting operational targets, and ensuring quality standards
• Knowledge of regulatory compliance, internal policies, and risk management
• Proficient in data analysis and generating insights for continuous improvement
• Ability to deliver actionable reports for strategic decision-making

Responsibilities

• Ensure seamless service delivery, meeting operational targets, service standards, and quality expectations
• Lead and develop a high-performing team, fostering accountability, driving engagement, and ensuring alignment with business objectives
• Enforce compliance with regulatory requirements, internal policies, and risk controls, mitigating potential issues
• Optimize operational workflows, leveraging data insights, automation, and collaboration across teams to enhance efficiency and scalability
• Analyze key metrics and business trends, providing strategic recommendations to drive continuous improvement and operational excellence
• Deliver high-impact reports and insights, enabling data-driven decision-making and proactive issue resolution
• Perform other deliverables and outcomes as directed by the company

Preferred Qualifications

Experience in the gaming or tech industry is a plus

Benefits

• Competitive compensation, perks and benefits
• Flexibility so you can strike a healthy balance between your personal life and career
• Opportunities for learning and career advancement