Customer Experience Manager [HT-1030236]

INTERNET CAFÉ GAMES

CUSTOMER EXPERIENCE MANAGER

THE PERSON

Are you a strategic leader who thrives on improving processes developing people and creating exceptional customer experiences Do you enjoy bringing structure and accountability to fast-moving environments while leading teams through growth and change Are you energized by solving operational challenges and building scalable systems that support both customers and employees Do you lead with confidence communicate with directness while helping elevate those around you If you are a proactive people-focused leader who we want to talk to you!

Our ideal Customer Experience Manager is:

• Growth-minded: Embraces new technologies and process improvements through continuous learning. Always seeking new ways to enhance and drive organizational success.
• A Continuous Learner: You are naturally curious and always looking for better ways to improve people processes and systems. You embrace feedback adapt quickly and stay open to new technologies tools and ideas that help the team grow and operate more effectively.
• A Team Builder and Confidence Builder: You know how to bring people together and create an environment where employees feel supported valued and accountable. You lead with encouragement and clarity while helping team members build confidence in themselves and their abilities.
• Detail Oriented Problem-Solver: You notice the small things because you understand they impact the bigger picture. You dont get overwhelmed by challenges you stay focused organized and solution-oriented while working through issues with urgency and professionalism.
• An Outside the Box Strategic Thinker: You are not afraid to challenge outdated processes or bring fresh ideas to the table. You enjoy simplifying complexity improving workflows and finding creative ways to make operations more efficient and customer focused.
• Leader Not Just a Manager: You lead with ownership accountability and follow-through. You are comfortable making difficult decisions holding people accountable fairly and creating a culture built on transparency communication and continuous improvement.

Our ideal Customer Experience Manager is a proactive and people-focused leader who brings energy ownership and fresh perspective to the team every day. You know how to balance empathy with direct communication while building trust across departments personalities and cultures. Youre excited by the opportunity to improve processes strengthen communication and create a more expandable and customer-focused support operation. Most importantly you want to make a lasting impact by developing people elevating customer experience and helping ICG continue to grow!

RESPONSIBILITIES

The responsibilities of the Customer Experience Manager role include but are not limited to:

Leadership & Team Development

• Lead and develop Tier 1 Customer Service and Tier 2 Technical Support teams
• Manage & support remote/international team members across multiple shifts & time zones
• Partner with HR on hiring onboarding training employee development and performance
• Provide leadership coaching accountability and team development while fostering a culture of ownership and continuous improvement

Customer Experience & Support Operations

• Oversee the customer engagement process from post-sale onboarding through ongoing support
• Manage customer escalations and ensure timely professional communication across all support channels
• Maintain and optimize Zoho Desk routines ticketing systems and support processes
• Monitor customer feedback CSAT metrics and service trends to identify improvement opportunities
• Coordinate with gaming manufacturers and external partners to support customer needs and issue resolution

Process Improvement & Operational Excellence

• Build document and simplify SOPs processes and operational procedures
• Identify process bottlenecks and implement solutions that improve efficiency and consistency
• Create systems and processes that support long-term growth
• Partner with leadership to improve operational tools communication systems and workflow automation
• Utilize AI tools & technology solutions to improve team productivity to reduce manual work

EOS & Cross-Functional Collaboration

• Help implement and drive EOS practices including scorecards Level 10 meetings Rocks and quarterly priorities
• Strengthen communication and collaboration between Customer Experience Sales Finance and Operations teams
• Support invoicing payment verification processes and other customer account-related operational tasks

** This is a full-time remote position based in Greensboro NC position. **

QUALIFICATIONS

Required

• 5 years of leadership tenure managing customer service customer experience technical support or operational support teams (5 people or more)
• Track record leading remote and/or international teams across multiple time zones
• Proficient in using CRM ticketing and communication platforms such as Zoho Desk Salesforce Zendesk Microsoft Teams Zoom or similar systems

Preferred

• Background in call center operations technical support IT service delivery VoIP SaaS support or customer communications platforms (multi-channel support)
• Exposure working within Entrepreneurial Operating Systems (EOS) or similar business operating systems including L10 meetings
• History of developing and managing KPIs dashboards and customer service metrics
• Experience supporting operational growth and scaling service teams

Desired

• Familiarity in gaming technology technology services subscription-based businesses or fast-growth entrepreneurial environments
• Background in continuous improvement initiatives including Lean Six Sigma Kaizen process mapping workflow optimization and SOP creation
• Bachelors degree in Business Operations Communications Management or a related field
• Prior exposure supporting both customer service and technical support functions within the same department

THE COMPANY INTERNET CAFÉ GAMES

At Internet Cafe Games were the go-to provider of fast reliable and competitively priced gaming systems in the instant win industry. We empower entrepreneurs with the tools to succeeddelivering high-quality online gaming systems point packages and responsive support that keeps their businesses running a fast-moving industry were committed to delivering scalable solutions and exceptional service that help our partners grow with confidence.

WHY WORK WITH US

• Profit Share Pool Bonus program after one year of employment
• Enjoy a role where no two days are the same and problem solving is encouraged
• Help mentor coach and develop team members while building a strong team culture
• Enjoy work-life balance benefits including mandatory vacation time
• Be part of a growing company where your ideas leadership and impact truly matter
• Family first we care about your family time and value your personal life
• No debt cash-positive and financial bonuses
• Low turnover and a supportive team culture
• Clear vision and focus - we do one thing and do it well
• Flexible supportive team-oriented culture
• Help shape operational structure through EOS

We believe in hiring for culture first. We are looking for a candidate who embodies our Core Values:

1. Grow or Die: From each challenge have a growth mindset to learn from it and apply new strategies next time.
2. Resourceful: Finding quick and clever ways to overcome challenges while maintaining quality.
3. Do the Right Thing: Do what is right even when no one is watching.
4. Committed: Taking responsibility for ones actions keeping promises and being dedicated to results.

Salary: $95k - $110k

Benefits: 401K PTO Medical Dental Vision Life and Disability HSA and FSA.

If you believe a positive customer experience accountability and a good sense of humor can all exist in the same workplace this may be the perfect opportunity for you. Apply today!