Customer Experience Manager [HT-1030236]

VisionSpark•Greensboro, NC

2d•$95,000 - $110,000•Remote

About The Position

Internet Café Games is seeking a strategic and people-focused Customer Experience Manager to improve processes, develop teams, and create exceptional customer experiences. This role involves bringing structure to fast-moving environments, leading teams through growth and change, and solving operational challenges. The ideal candidate is growth-minded, a continuous learner, a team builder, a detail-oriented problem-solver, and an outside-the-box strategic thinker who leads with ownership and accountability. The Customer Experience Manager will be responsible for overseeing the customer engagement process, managing escalations, optimizing support operations, driving process improvements, and fostering cross-functional collaboration. This is a full-time, remote position based in Greensboro, NC.

Requirements

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

Nice To Haves

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
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
Bachelor’s degree in Business, Operations, Communications, Management, or a related field
Prior exposure supporting both customer service and technical support functions within the same department

Responsibilities

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
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
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
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