VIP Manager
hace 4 semanas
We are seeking a highly skilled VIP Manager to join our team at Scopely. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences to our VIP players.
Key Responsibilities- Establish and nurture relationships with a large group of VIP players, anticipating their needs and providing proactive support.
- Communicate effectively with VIPs through various channels, including live chat, email, and phone, ensuring prompt resolution of issues.
- Manage a community channel dedicated to VIPs, fostering engagement and community building.
- Triage new game bugs, coordinate with Product teams, and resolve issues quickly to ensure player satisfaction.
- Oversee and direct a team of VIP support agents, ensuring high resolution times and customer satisfaction.
- Collaborate with the Community team and Player Care teams to stay informed about upcoming events and product updates, ensuring VIPs are kept up-to-date.
- Monitor key KPIs, such as CSAT, player activity, and retention, and act on trends to improve customer loyalty.
- Analyze player behaviors and develop initiatives to grow customer loyalty, such as bonuses, gifts, or events.
- 4+ years of experience in a VIP team, customer service, or customer support role.
- Data-driven approach with ability to understand trends and find ROI-positive solutions.
- Excellent communication skills, including written and spoken English.
- Possession of a passion for conflict resolution and problem-solving.
- Strong evidence of contributing to customer satisfaction and retention.
- Account management experience.
- Ability to analyze and draw conclusions from raw data.
- Outgoing, likable, enthusiastic, and driven to achieve results.
Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences. We create, publish, and live-operate immersive games that empower a directed-by-consumer experience across multiple platforms. We are committed to creating a diverse, supportive work environment where everyone is treated with respect.
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