Customer Service Manager

Customer Service Manager

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

In this role you will oversee service delivery and team performance, ensuring operational targets and service standards are met. You will drive continuous improvement through data analysis, process optimization, and strategic leadership, contributing to operational excellence and achieving business objectives.

Key responsibilities will include:

• 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.

What you will bring to the role:

• 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.
• Experience in the gaming or tech industry is a plus.

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

Our high-quality, acclaimed brands include Chumba Casino, Global Poker and LuckyLand Slots, which are enjoyed by millions of players in North America.

Our games are based on a freemium model, meaning they are available to play at no cost, but include optional in-game purchases to enhance gameplay. We also offer sweepstakes promotions where players can collect free entries for the chance to win real-world prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we're more than just a team. We're a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what's right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that's why we're all about flexibility so you can strike a healthy balance between your personal life and career. We're also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it's not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It's our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we'll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

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