Job Details

**Customer Service Lead (Remote)**

Customer Service Remote, California Department **Customer Service** NZXT is looking for a driven and customer-friendly Customer Service Team Lead to join our Customer Service Team.

JOB SUMMARY

As an NZXT Customer Service Lead, youll have the opportunity to make a difference in the lives of our fellow PC gamers and represent NZXT as a brand. Our team is made for those who take pride in helping others. We are looking for a talented Customer Service Lead who has a passion for computers and technology to join our team. You will provide great customer service by using excellent in-depth knowledge of company products as well as by communicating effectively with team members within the Customer Service Department. We are looking for an individual who has the ability to think outside the box and is able to make a huge impact to our customers and the gaming community.

Here, youll join us on a mission to deliver the absolute best Customer Service in the PC industry. The ideal candidate is detail-oriented with strong communication skills, both written and verbal. The candidate should have a passion for both hardware and software, ability to troubleshoot and have a strong work ethic. This individual embodies NZXTs Core Values and has the customers best interest in mind. This position will report directly to the Customer Service Manager.

RESPONSIBILITIES

* Mentor and provide assistance to Tier One/Tier Two agents

* Assist in improving team performance and processes with weekly QC

* checks

* Develop daily, weekly, and monthly reports on team productivity, support health, and any systemic issues

* Assist Customer Service Manager with Team Scheduling, Training and Onboarding

* Assist Customer Service Manager with inter-departmental projects and tasks (Jira Tickets, Reporting)

* Keep our internal and customer-facing knowledge base up-to-date and expand its contents as you define processes and find solutions for common issues.

* Handle escalations

* Escalate noticeable trends and suggest new data-driven procedure modifications to support the achievement of department needs/objectives and improve customer experience

* Contribute to the strategy of the team's growth and efficiency by executing and managing projects that have a global impact.

* Team Shift Scheduling

QUALIFICATIONS

* 5+ years in Customer Service

* Strong passion for PC gaming and hardware

* Experience in leading/mentoring others within a team

* Experience with Zendesk preferred

#LI-REMOTE #LI-ML1

Location Remote, California Department Customer Service