Customer Service Manager (Gaming)

Location: Lansing, Michigan, United States

Company

hirify.global develops gaming products and services focused on creating engaging play experiences.

What you will do

• Lead multi-channel customer support across phone, email, chat, and social media for multiple locations and brands.
• Coordinate inbound and outbound contact strategies to improve customer experience.
• Develop customer service policies, procedures, guidelines, and service programs.
• Partner with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals.
• Monitor service benchmarks, analyze trends, and implement improvements while managing department budgets and forecasts.
• Lead training, development, compliance, and continuous-improvement initiatives for customer service teams.

Requirements

• Demonstrated experience directing customer service functions across multiple channels, locations, and brands.
• Experience in online industries such as betting, insurance, or fintech.
• Understanding of inbound and outbound contact center operations.
• Practical experience with cloud-based service platforms such as Freshdesk or Salesforce and proficiency with analytics and reporting tools.
• Strong leadership, communication, collaboration, and stakeholder-management skills.
• Ability to work in a fast-paced, high-growth environment.

Nice to have

• Experience in gaming or betting and highly regulated markets.
• Familiarity with VIP customer handling and advanced retention initiatives.
• Knowledge of new customer service technologies and automation tools.

Culture & Benefits

• Customer-first culture focused on accountability and continuous improvement.
• Pay-for-performance compensation philosophy.
• Potential eligibility for annual bonuses and incentives, depending on role and location.
• Potential health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Hiring process

• Specific compensation and benefits details will be discussed during recruitment.