Customer Support Lead

Join us at Playtika (NASDAQ: PLTK), where we're driven by the belief life needs play. We're on a mission to deliver infinite ways to play using cutting-edge technologies like AI and machine learning to craft immersive experiences that connect, inspire and entertain millions of players worldwide.

From our start as a small mobile games company founded in Israel to our current position as a publicly traded company and industry leader, we continue to be a dominant force in interactive entertainment. With a diverse portfolio of award-winning, category-leading Casual and Social Casino-themed games, including nine of the top 100 highest-grossing mobile games in the US, we're setting the standard for excellence.

Our success story is co-authored by a dynamic team of storytellers, strategists, creators and data scientists who thrive on innovation. We are home of the best, advancing an inclusive culture that embraces our core values and reflects our agile DNA.

With a strong financial foundation, disciplined operations, unwavering player-focused approach and relentless can-do spirit, we're well-positioned for sustained growth. If you're ready to join the driving force behind the evolution of interactive entertainment, we invite you to come play with us.

Responsibilities:

• Oversee the Knowledge Specialists quality of reviews, upon KPIs. Verify the documention and follow-up of these reviews, for improvement purposes, by establishing a work plan around the tracking of the reviews
• Train the KBSs on every new feature and special promotion in the game and serve as the business focal point for the CS team
• Optimise working processes by getting to know the different used platforms and gathering the CS team requirements on a regular basis
• Integrate new CS capabilities and serve as a focal point for our technological department
• Creating daily and ongoing reports that reflects the CS trends
  
  

• Experience in customer service – a MUST
• Working with CRM and back office systems – a MUST
• Good interpersonal skills and the ability to work with cross interfaces
• Implementation of new systems – a PLUS
• Autonomous and self-managed person
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge in Service-Now – advantage
• English – Native level (both written and spoken)