Customer Service Manager

Paizo Inc. is the publisher of the award-winning Pathfinder Roleplaying Game, and they are seeking a Customer Service Manager to lead their customer service operations. This role is responsible for overseeing a team, ensuring exceptional customer experiences, and coordinating with cross-functional teams to uphold Paizo's reputation for industry-leading customer service.

Responsibilities:

• Manage the day-to-day operations of the Customer Service team, providing direction to Customer Service Leads and Representatives
• Schedule team personnel to ensure coverage during core business hours
• Prioritize tasks and allocate resources to meet departmental objectives
• Establish and maintain KPIs and SLAs for customer service performance
• Review issue trends and develop plans to reduce frequency, severity, and impact of recurring problems
• Develop and document customer service best practices, policies, and procedures
• Establish training programs and ensure consistent onboarding for new team members
• Train Customer Service Leads in escalation handling and team coordination
• Serve as the final escalation point for complex or sensitive customer issues
• Handle and resolve top-level customer service issues in a timely and professional manner
• Document ongoing issues and maintain records of customer interactions requiring management attention
• Coordinate with other departments to resolve systemic issues affecting customers
• Work with Marketing to oversee moderation of the Paizo forums, directing efforts to maintain a positive community environment
• Establish and communicate moderation guidelines and policies
• Review moderation documentation to identify trends and recommend improvements
• Coordinate with employees on forum or moderation issues as they arise
• Communicate with the community about moderation efforts and policy updates
• Coordinate with the Warehouse and Sales teams on monthly order fulfillment, particularly during subscription fulfillment periods
• Work with the Tech team to identify and resolve system issues affecting customer service operations
• Partner with Marketing on customer-facing communications regarding sales, promotions, and business initiatives
• Coordinate with other departments to resolve product inventory trends and communicate product delays
• Collaborate with Ecommerce and Operations on subscription system management and order processing issues
• Participate in cross-functional meetings to advise on customer service impacts and requirements
• Prepare reports on customer service metrics, trends, and team performance for the Director of Ecommerce
• Identify yearly budget needs for customer service operations
• Process weekly timecards and manage overtime requests per established procedures
• Conduct mid-year and year-end performance reviews for direct reports
• Approve time off requests while ensuring adequate departmental coverage
• Work with the External Relationships team to coordinate customer service and retail functions at Paizo conventions and events
• Assist with opening and closing retail operations at events
• Interact with attendees and support registration and convention activities as needed
• Perform other duties as assigned by the Director of Ecommerce

Requirements:

• 4+ years of experience in a customer service role
• 2+ years of experience supervising employees
• High school degree or equivalent required
• Ability to maintain a friendly and professional attitude in high-stress or difficult situations
• Excellent leadership, communication, and decision-making skills
• Desire to help people and genuine enjoyment in customer interactions
• Strong attention to detail and organizational skills
• Ability to handle multiple tasks and priorities in a dynamic environment
• Robust computer skills (MS Office, email, webforms, social media platforms) and ability to learn new systems quickly
• Ability to read, write, speak, and understand English at a high level of competence
• Ability to maintain confidential information
• Ability to pass a background check
• Ability to travel for work (up to a week at a time) for conventions
• 2+ years of forum moderation or community management experience (Nice to Have)
• Experience with trouble ticketing software (FreshDesk, ZenDesk, Jira, or similar) preferred
• Strong interest in games of all types, including card games, board games, video games, and roleplaying games
• Experience working in a union environment preferred (Nice to Have)