About ZURU
ZURU is on a mission to disrupt industries, challenge the status quo, and catalyze change through radical innovation and advances in automation. This is in play in different pillars of the company: ZURU Toys are re-imagining what it means to play; ZURU Tech is shaping a better future by leading the next building revolution; and ZURU Edge is pioneering new-generation FMCG brands to better serve modern consumers.
Founded in 2003 by EY Entrepreneur of the Year and World Entrepreneur Hall of Fame brothers Nick and Mat Mowbray, ZURU has quickly grown to a team of over 5,000 direct and indirect members across more than 30 international locations.
One of the largest toy companies in the world, our globally recognized and award-winning brands include Bunch O Balloons, Mini Brands, XSHOT, Rainbocorns, and Smashers. Our global FMCG brands include MONDAY Haircare, Millie Moon, RASCALS, BONKERS Pet Treats, DAISE Beauty, and GUMI YUM Surprise and more!
Position Overview
As a Customer Service Representative (CSR) Manager at ZURU you will lead and oversee the customer service team, ensuring alignment with organizational goals and delivering exceptional customer experiences. You will develop and implement strategies to optimize team performance, streamline processes, and enhance customer satisfaction. Additionally, you will act as a key liaison between departments, driving collaboration and continuous improvement.
Position Impact
At ZURU, the CSR Manager plays a critical leadership role in driving sustained customer success, deeply rooted in our core values of collaboration, compounding improvement, and overpreparing to win. This position transcends immediate customer satisfaction by leading a high-performing team to foster deep, strategic partnerships, uphold the highest ethical standards, and address customer concerns with radical candor.
In the short term, the CSR Manager builds unwavering trust and delivers exceptional value, solidifying our commitment to customer excellence.
Looking ahead, this role champions continuous process improvement, elevates customer experiences across all touchpoints, and leads a world-class onboarding program for new team members, exemplifying ZURU's ethos of Shifting the Needle and relentlessly pursuing marginal gains. The CSR Manager embodies good humans only by cultivating a high-performing team that consistently exceeds customer expectations and fosters a culture of collaboration and continuous improvement.
Roles & Responsibilities