Customer Support Team Lead

We at the forefront of innovative social gaming development. Our portfolio extends beyond traditional casual titles, as we actively pioneer new genres to transform the social gaming landscape.

We are seeking talented professionals who are passionate about gaming and eager to contribute to groundbreaking projects. Join our team and be part of shaping the future of interactive entertainment where players can redeem items and win real-life rewards. Experience the thrill of creating games that offer tangible prizes and unforgettable experiences.

Position Overview:

We are currently seeking an experienced and motivated leader to establish and manage our Customer Support & VIP teams for both our new and existing products. This role presents an opportunity to build a new operation from inception, cultivate a culture of exceptional customer service, and drive VIP engagement strategies. *As a hands-on leader, you will be instrumental in developing processes and establishing benchmarks for success, with a strong focus on compliance and player satisfaction.*

Key Responsibilities:

- Oversee all aspects of customer care, including defining and implementing Service Level Agreements (SLAs) with a focus on player satisfaction and regulatory compliance.

- Develop and lead VIP teams, formulate VIP strategies, and manage high-priority inquiries while ensuring adherence to responsible gaming practices.

- Act as the primary liaison between our players and the company, facilitating a feedback loop to enhance gaming experiences and support services while balancing business objectives and risk management considerations.

- Assess and implement cutting-edge tools to optimize daily operations, improve player communication, and ensure secure and fair gameplay.

- Collaborate closely with Product, LiveOps, Risk, Compliance, Payment, Fraud, and AML teams to integrate customer feedback into product development and marketing initiatives, ensuring alignment between player satisfaction, business objectives, regulatory requirements, and risk management strategies.

Required Qualifications:

- Proven track record of 4+ years leading customer support teams in B2C environments. Gaming industry experience is preferred.

- Expert-level proficiency in Zendesk, with a demonstrated ability to expertly manage and rapidly scale support and VIP teams.

- Exceptional success in implementing and optimizing customer support processes, consistently achieving and surpassing high standards of accuracy, efficiency, and customer satisfaction.

- Experience in developing and managing high-impact VIP programs that drive customer loyalty and revenue growth.

- Familiarity with compliance requirements and KYC processes in customer-facing roles, with the ability to quickly learn and implement regulatory standards in support operations.