Title: Customer Experience Manager Location: Remote - Greensboro, NC Job Description: THE PERSON Are you a strategic leader who thrives on improving processes, developing people, and creating exceptional customer experiences? Do you enjoy bringing structure and accountability to fast-moving environments while leading teams through growth and change? Are you energized by solving operational challenges and building scalable systems that support both customers and employees? Do you lead with confidence, communicate with directness, while helping elevate those around you? If you are a proactive, people-focused leader who we want to talk to you! Our ideal Customer Experience Manager is: - Growth-minded: Embraces new technologies and process improvements through continuous learning. Always seeking new ways to enhance and drive organizational success. - A Continuous Learner: You are naturally curious and always looking for better ways to improve people, processes, and systems. You embrace feedback, adapt quickly, and stay open to new technologies, tools, and ideas that help the team grow and operate more effectively. - A Team Builder and Confidence Builder: You know how to bring people together and create an environment where employees feel supported, valued, and accountable. You lead with encouragement and clarity while helping team members build confidence in themselves and their abilities. - Detail Oriented Problem-Solver: You notice the small things because you understand they impact the bigger picture. You don’t get overwhelmed by challenges, you stay focused, organized, and solution-oriented while working through issues with urgency and professionalism. - An Outside the Box Strategic Thinker: You are not afraid to challenge outdated processes or bring fresh ideas to the table. You enjoy simplifying complexity, improving workflows, and finding creative ways to make operations more efficient and customer focused. - Leader, Not Just a Manager: You lead with ownership, accountability, and follow-through. You are comfortable making difficult decisions, holding people accountable fairly, and creating a culture built on transparency, communication, and continuous improvement. Our ideal Customer Experience Manager is a proactive and people-focused leader who brings energy, ownership, and fresh perspective to the team every day. You know how to balance empathy with direct communication while building trust across departments, personalities, and cultures. You’re excited by the opportunity to improve processes, strengthen communication, and create a more expandable and customer-focused support operation. Most importantly, you want to make a lasting impact by developing people, elevating customer experience, and helping ICG continue to grow! RESPONSIBILITIES The responsibilities of the Customer Experience Manager role include, but are not limited to: Leadership & Team Development - 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 Customer Experience & Support Operations - 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 Process Improvement & Operational Excellence - 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 EOS® & Cross-Functional Collaboration - 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 ** This is a full-time, remote position based in Greensboro, NC position. ** QUALIFICATIONS Required - 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 Preferred - 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 Desired - 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 THE COMPANY – INTERNET CAFÉ GAMES At Internet Cafe Games, we’re the go-to provider of fast, reliable, and competitively priced gaming systems in the instant win industry. We empower entrepreneurs with the tools to succeed—delivering high-quality online gaming systems, point packages, and responsive support that keeps their businesses running smoothly. In a fast-moving industry, we’re committed to delivering scalable solutions and exceptional service that help our partners grow with confidence. WHY WORK WITH US? - Profit Share Pool Bonus program after one year of employment - Enjoy a role where no two days are the same and problem solving is encouraged - Help mentor, coach, and develop team members while building a strong team culture - Enjoy work-life balance benefits including mandatory vacation time - Be part of a growing company where your ideas, leadership, and impact truly matter - Family first, we care about your family time and value your personal life - No debt, cash-positive, and financial bonuses - Low turnover and a supportive team culture - Clear vision and focus - we do one thing and do it well - Flexible, supportive, team-oriented culture - Help shape operational structure through EOS® We believe in hiring for culture first. We are looking for a candidate who embodies our Core Values: - Grow or Die: From each challenge, have a growth mindset to learn from it, and apply new strategies next time. - Resourceful: Finding quick and clever ways to overcome challenges while maintaining quality. - Do the Right Thing: Do what is right, even when no one is watching. - Committed: Taking responsibility for one's actions, keeping promises, and being dedicated to results. Salary: $95k - $110k Benefits: 401K, PTO, Medical, Dental, Vision, Life and Disability, HSA, and FSA.