Project Manager, Customer Service

Job Summary

As the Project Manager, Customer Service, you will be responsible for overseeing Studio customer service operations, managing internal communication channels, and ensuring the successful execution of customer-focused projects. Your role will primarily involve monitoring customer inquiries, coordinating communication within internal teams, and streamlining workflows to ensure excellent service delivery. Strong project management expertise, exceptional organizational skills, and a customer-first mindset will be key to excelling in this role.

What will your role involve

• Oversee customer service channels, including monitoring the Star Wars Unlimited and Fantasy Flight inboxes, and ensure timely responses to inquiries and requests.
• Act as a liaison between global Distribution Units (DUs), retailers, and internal teams to coordinate and deliver accurate communications as needed.
• Manage customer service projects, ensuring deadlines, resources, and deliverables are met effectively.
• Develop and implement strategies to improve processes and enhance customer satisfaction.
• Collaborate with cross-functional teams to identify and resolve customer issues, ensuring positive outcomes.
• Utilize project management tools to prioritize and organize tasks, track progress, and streamline workflows.
• Monitor and report on key performance metrics related to customer service initiatives and recommend improvements.
• Ensure consistency and alignment of messaging in customer interactions across communication channels.
• Stay informed on industry trends and best practices to continuously improve customer service operations.
• Facilitate shipping requests, including packing and receiving to external partners on site as needed both and in and out of the US.
• All other duties as assigned.

What do you bring

Position Skills & Qualifications

• Exceptional written and verbal communication skills.
• Customer service-oriented with a proven ability to build and maintain positive relationships.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite and project management tools (e.g. Monday.com, Outlook).
• Ability to manage multiple tasks simultaneously and work collaboratively within a team.
• Creative problem-solver with a proactive approach to resolving customer concerns.
• Experience in the board game industry is a plus.

Knowledge & Experience Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• Proven experience in project management or customer service leadership roles.
• Strong background in coordinating cross-functional teams and managing customer-focused projects.
• Strong understanding of customer service ticketing tools like Zendesk

Hesitant to apply because you don’t have all the experience or qualifications listed? Let us decide! The right candidate doesn’t always match up perfectly on paper. We believe that diverse perspectives and experiences bring fresh ideas and innovation to our team. If you’re passionate about this role and believe your unique background and skills could contribute to our mission, we’d love to hear from you!

Why join us

• 22 Days of PTO Annually
• 12 Paid Holidays
• Medical, Dental, Vision & Life Insurance
• Competitive 401K Match
• Paid Parental Leave
• 2 Paid Volunteer Days Off
• Flexible & Hybrid Schedules
• Extensive Game Discounts
• $250 Annually in Game Bucks
• Career Growth & Development
• Mental Health Programs
• Virtual Healthcare Options
• Employee Assistance Program
• Employee Referral Program

At Asmodee, we care about the health and wellbeing of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare and 401(k) retirement plans, as well as generous paid time off and hybrid schedules to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide a competitive total rewards and compensation package, with several benefits listed below.

Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, market conditions and specific work location. Base Salary Range: $65,000-$75,000.