Customer Relationship Manager

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

We’re offering an opportunity to make a significant impact on our game and player community, and shine bright as a solo star, and join our game as a Customer Support and Relationship Manager.

This role will oversee a team of 11 customer support representatives based in the Philippines and be directly responsible for driving customer satisfaction, retention, and operational excellence, as a one man show. The ideal candidate will have a passion for providing exceptional player experiences, strong leadership and operational skills, excellent communication skills, people skills, understanding human behavior, and the ability to analyze and resolve problems while ensuring that the voice of the player is central to the game’s development and growth.

Customer Support Management

• Lead, mentor, and manage a team of 11 customer support representatives to achieve outstanding performance in customer satisfaction and SLA adherence.
• Monitor, analyze, and resolve customer issues by working closely with NOC and R&D to proactively identify and address technical problems.
• Work with all game teams to follow up on feeback relevant to all domains
• Develop and maintain comprehensive wikis and knowledge bases to keep the team informed about game activities, including promotions, features, and updates.
• Write and update FAQs, tutorials, and support documentation to ensure product clarity and minimize customer inquiries.
  
  

• Take part in the customer retention life cycle, lead post-incident recovery efforts to restore positivity and trust among players.
• Proactively design and execute activities and initiatives to re-engage lost players and boost positive sentiment within the game community.
• Act as the voice of the player by representing their needs and feedback in internal forums and decision-making processes.
  
  

• Lead projects to enhance support processes, incorporating AI, chatbots, and other technologies to improve efficiency and scalability.
• Analyze customer support data to identify trends and areas for improvement, implementing solutions to elevate the overall player experience.
  
  

• Manage and respond to store reviews on Google Play and Apple Store, addressing player concerns and celebrating positive feedback.
• Promote game updates, changes, and improvements to foster player engagement and enthusiasm.
  
  

• Actively participate in customer service forums, representing the game and sharing insights with CS directors and other stakeholders.
• Collaborate across teams to advocate for customer needs and align support strategies with broader business goals.
  
  

• Proven experience in customer support and relations, with a track record of independent work and achieving results.
• Exceptional problem-solving and analytical skills, with the ability to work closely with technical teams to resolve issues.
• Excellent written and verbal communication skills; ability to write clear, engaging FAQs and tutorials.
• Strong project management skills, with the ability to prioritize and lead multiple initiatives simultaneously.
• Familiarity with AI, chatbots, and customer service technologies.
• Passionate about creating positive customer experiences and turning challenges into opportunities.