Automation Lead

hace 2 semanas

Barcelona, España King A tiempo completo

**Craft**:
Customer & Game Support

We are seeking an experienced and dedicated Automation Lead to join our Player Support team. As an Automation Lead, you will be responsible for designing, implementing, and maintaining automated solutions to enhance the efficiency and effectiveness of our player support operations.

In this role, you’ll be working closely with the Player Support leadership team and lead a team of two direct reports to collectively drive the automation initiatives.

**Your role within our Kingdom**:

- Develop and implement automation strategies to optimise player support processes and workflows.
- Identify areas within the player support ecosystem that can benefit from automation, such as ticket routing, response templates, and data analysis.
- Design, develop, and maintain chatbots to streamline player interactions and resolve common queries efficiently.
- Lead a team of specialists to create, test, and deploy automation scripts and tools.
- Monitor and maintain existing automation solutions, ensuring they are up to date and functioning effectively.
- Analyse data and performance metrics to continually improve and refine automation processes.
- Stay up to date with industry trends and emerging technologies to incorporate the latest advancements into our automation efforts.
- Ensure compliance with data protection and security regulations, particularly in handling customer data.
- Mitigate traffic increases by proposing solutions and coordinating our team’s response
- Maintain and manage the service desk system by developing and updating our workflows. You will be administering our different configurations (triggers, automation, macros, views, custom fields, etc...), ensuring a seamless experience for players and business.
- Drive continuous improvement initiatives to build a scalable and efficient tool configuration. Deploy scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.
- Research and conduct experiments on new Zendesk products, including third
- party apps. Prioritise projects based on cross
- functional needs.- Assist in developing training materials and training users on Zendesk.

**Skill to create thrills**:

- At least 2 years of direct Zendesk administration experience.
- Familiarity with automation tools and platforms. Proven experience in chatbot

development and implementation is a plus.
- Experience in dealing with data from numerous sources and analysing trends (Looker is a plus).
- Excellent communication and organisational skills, with the ability to present your analysis in a clear and unambiguous way. You are confident discussing trends and telling stories.
- Experience in customer service operations and understanding of day
- to
- day service levels.
- Creative problem
- solving skills
- you like to find solutions to problems.
- Highly professional and autonomous that deliver against their commitments despite

constraints.
- Team Management experience. Foster teamwork and a positive working atmosphere.
- Stakeholder management skills.
- Ability to change priorities quickly, deal with ambiguity, confront issues directly, and work well as part of a team.
- Proactivity and high energy to grow the role and the function within King.

**Sweet bonus skills**:

- Above
- average MS Excel skills and experience with data visualisation tools (looker, tableau, etc,...).
- Experience managing projects, being technology savvy, and being able to communicate well at all levels.
- Experience in the games industry or similarly sophisticated customer
- facing digital businesses.

If you are passionate about automation, gaming, and enhancing customer support experiences, we encourage you to apply.

**About King**

King is the game developer behind the world
- famous Candy Crush franchise, as well as mobile game hits including Farm Heroes, Bubble Witch and Pet Rescue. Candy Crush is the top
- grossing franchise in US app stores, a position it has held for the last two years, and King’s games are being played by 245 million monthly active users as of Q3 2021. King, which is part of the Activision Blizzard group since its acquisition in 2016, employs nearly 2,000 people in game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in San Francisco, New York, and Malta.

**A Great Saga Needs All Sorts of Heroes**

Making games is fun. Especially when you do it with people who share the same idea of what makes a good workplace great. We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life. Truth is, we simply cannot expect diversity in our players and originality in our games without first nurturing it in our people. A great saga needs all sorts of heroes.

**Making the World Playful**

Making the World Playful is what inspires us to create new experiences and raise the bar. It’s what makes King a place where we can all drea

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