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Manager, Customer Support
3 weeks ago
Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
You will be a key leader within our world-class Customer Support team, playing a leading role in ensuring impeccable support for our global customer base across more than 60 countries. As a Vendor Manager, you will assume ownership for the strategy, design, and management of our outsourced services. In this high-impact role, you will collaborate with business leaders, understanding the strategies of our business and impact of market shifts, emerging technology, and workforce changes. You will be required to ensure a seamless and strategic alignment of the value proposition between our outsourced vendors and Secretlab’s visions and objectives.
Our Customer Support department is an integral function in ensuring the continued success of Secretlab, as we focus heavily on delivering the best customer experience. You will also be involved in supporting our collaborative efforts with world-renowned partnered brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international e-sports organizers such as Riot Games for their League of Legends global tournaments.
**Responsibilities**
- Be principally responsible for the success of the overall outsourced vendors’ performance and relevant dependencies
- Drive the full life cycle of external CS agents, including hiring, training, coaching and development
- Lead the development and execution of the overall vendor management strategy, processes and systems in the outsourced team, ensuring strategic alignment between Secretlab and vendors
- Accountable for identifying and defining critical success factors, quality standards, metrics and vendor SLA, ensuring regular review of contractual terms with existing outsourced vendor
- Establish effective CS controls and QA initiatives to ensure comprehensive and objective assessments of all outsourced vendor’s agents
- Act as a key liaison between Secretlab and outsourced vendor, leading discussions to ensure efficient day to day operations pertaining to:
- Updating agents on new processes or latest product updates
- Understanding challenges, resolving critical issues and managing escalations
- Performance improvement projects to continuously drive service excellence
- Drive quality and excellence in our outsourced vendors through partnering with internal teams and business leaders, ensuring internal policies and objectives are implemented and achieved
- Establish regular cadence and QBRs with outsourced vendors, creating a strong feedback loop and active management of outsourced vendors’ performance
- Deliver vendor performance reports to Senior Management and collaborate with the CS leadership to translate insights to actionable plans and drive improvements to key performance indicators
- Manage strategic relationships and negotiations with Vendor Account Managers on agents’ performance, contractual terms, cost optimization, training & management and vendor governance
**Requirements**:
- Minimum 3-5 years in consumer-facing Customer Service and/or relevant operations
- Experience in vendor operations management, including contract management and leading tender process
- Proven record of success in managing outsourced vendors and cross departmental initiatives
- Deep knowledge in Contact Centre operations, key performance indicators and contributing factors
- Strong interpersonal and relationship building skills with ability to communicate well and influence across different levels in the organisation (internal and vendors) and cross functional teams (Training, Quality Assurance, Legal, Finance etc.)
- Excellent analytical and problem solving skills with capability to process high amounts of data to drive business strategies and decisions
- Proven problem solver who is able to think out of the box for meaningful solutions and consistently seek to improve customer service quality
**Bonuses**
- Knowledge of, and passion for the gaming/ esports industry
- Exposure in travel, ecommerce, logistics industries or tech startups is a plus-
**Start Date**:
**Working Hours**:
Monday to Friday, 11am - 8pm
**Dress Code**:
Casual
**Spoken Language**:
English
**Benefits**:
- A fast-tracked career. Join the company's core team as Secretlab enters a major growth phase globally and enjoy that same dynamic growth in your career.
- A workplace for millennials-open-concept office space to breed the best inter-team collaborations, fuelled by the most innovative, passionate and driven people in the industry.
- Health, vision and dental care-excellent employee benefits so you can work with the best frame of mind.
- Lunch provided daily, with a fully stocked pantry. At Secretlab, never worry about hunger affecting your best work.
- A competitive salary package, with boundless opportunities for development and growth.
**Address**:
Secretla
