Experience Level: Overall, 10 to 12 years, with min 4 years in leadership role.

Location: Hyderabad

Designation: Open based on relevant experience

Experience in Gaming (RMG) / B2C industry is preferred. 

Overview

We are looking for a customer service manager to build & balance customer support strategy and delivery while championing people management to achieve excellence in customer support. The Head of Customer Service will ensure cost-effectiveness, productivity, and continuous improvement in support procedures.

Roles and Responsibilities

• Build a strong customer support team. 
• Define and optimize the player lifecycle and Map player journey
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in the journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in the industry
• Become Voice of Player within the organization and drive cross-functional initiatives to improve player engagement.
• Develop and implement strategies to enhance the overall player experience and drive loyalty.
• Lead and manage the customer support team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
• Oversee the daily operations of the customer support department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
• Establish and maintain effective communication channels with players, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Analyze feedback and data to identify trends, areas for improvement, and opportunities to enhance the player experience.
• Collaborate with cross-functional teams, such as marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Monitor and assess customer support performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
• Stay informed about gaming industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer support team.

Skills & Qualification

• Proven experience in a customer support management role, with a track record of successfully building, leading and managing a customer support department
• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
• Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
• Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
• Minimum of 10 years of experience in customer support management, with at least 4 years in a leadership role.
• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
• Strong knowledge of customer support principles, practices, and strategies.
• Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira
• Flexibility to work across various shifts to meet business needs