Customer Service Specialist

Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.

At the heart of our CS strategy is a drive to make every interaction count without losing our grip on efficiency. As a CS Enablement Specialist, you'll be the engine room for our most ambitious projects, from overhauling our knowledge infrastructure to rolling out scaled automation. We're looking for a high-autonomy operator who can take the wheel on technical project management, turning raw data into clear operational wins. You won't just be managing tasks; you'll be the strategic partner who bridges the gap between our big-picture goals and the day-to-day execution that gets us there.

Our CS team is the frontline of the brand for millions of global fans. As Secretlab scales through massive collaborations with names like Riot Games, Game of Thrones, and Batman, your work in enablement ensures our service remains as premium as our products. By perfecting our infrastructure and automation, you directly protect the customer experience during high-stakes global launches and esports tournaments, ensuring every fan interaction reflects the world-class standards of our partners.

Responsibilities

• Translate operational metrics into clear, actionable recommendations to improve cost-efficiency and service quality.
• Lead the end-to-end execution of new improvement projects, ensuring every initiative delivers a measurable ROI.
• Build and maintain the technical infrastructure (CRM, Knowledge Base, and Automation) required to support a scaling global team.
• Bridge the gap between leadership's strategic vision and the team's day-to-day execution using Agile frameworks.

Requirements

• 35+ years of experience leading successful improvement projects specifically within a Customer Support environment.
• Deep familiarity with customer support lifecycle, contact center architecture, CS performance metrics (e.g., how process changes impact cost-per-contact).
• Proven ability in stakeholder management and executive-level presentation. Experience working within an Agile framework to manage complex deliverables.
• Ideally, the candidate has hands-on experience with Zendesk or similar CRM tools, excellent familiarity with Excel or Google Sheet.

Bonuses

• Familiarity with HTML is an additional plus.