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VIP Experience Manager
hace 2 meses
About the Role:
We are seeking a highly skilled and experienced VIP Experience Manager to join our team at Scopely. As a key member of our customer success team, you will be responsible for delivering exceptional experiences to our most valued customers, driving customer satisfaction, and contributing to the growth and retention of our VIP player base.
Key Responsibilities:
- Establish and nurture relationships with a large group of VIP players, anticipating their needs and providing proactive support to ensure a seamless experience.
- Communicate effectively with VIPs through various channels, including live chat, email, and phone, to resolve issues promptly and engage with them proactively.
- Triage new game bugs and coordinate with Product teams to identify and resolve game issues quickly, providing players with fast resolution to their inquiries.
- Oversee and direct a group of VIP support agents to maintain low resolution times and high customer satisfaction.
- Work closely with the Community team and Player Care teams to stay informed about upcoming events and product updates, ensuring that VIPs are kept up-to-date and engaged.
- Provide insights and feedback to our User Research and Product teams, helping to shape the future of our games and improve the overall player experience.
- Monitor key KPIs such as CSAT, player activity, and spend, churn, and retention, and take action on trends to drive customer loyalty and growth.
- Analyze past and current player behaviors to identify opportunities for improvement, and develop initiatives to increase customer loyalty and retention.
Requirements:
- 4+ years of experience in a VIP team, customer service, or customer support role.
- Data-driven with the 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.
About Scopely:
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. Our team is committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us.
