HEAD OF CUSTOMER SERVICE AND COMMUNITY
PlayStack was founded on the belief that even the greatest developers need support in order to create their best work. Supported by its subsidiaries PlayFund and PlayIgnite, PlayStack offers support in three key ways; investment and development funding, market leading publishing expertise, and UA capital to build player communities and enable games to rise up the charts.
PlayStack is comprised of a team of 25 in our London office with seven more working on our bespoke technologies in Krakow, Poland. Since founding the company in 2016 we have published one VR and two mobile titles with 10 more games due this year and many more in the pipeline spanning every platform and genre. We want PlayStack to be a disruptive force in the industry and are looking for new members of our high performing team.
You will be responsible for the day to day Social Media, Community and Customer Service operations, ensuring the department targets are achieved while delivering an exceptional player experience. We expect the successful candidate to act as the principle contact for our live games, liaising with key stakeholders to deliver a high-quality service, through joined up working.
As part of your role, you will:
Build and maintain strong stakeholder relationships within the product/s senior team, championing the Voice of the Player and customer experience within the business, and providing exceptional service levels to your Product owner
Produce regular reporting for Social Media and CS Operations and key product stakeholders on the service functions including curators, product overview, volumes, ROI, CSAT scores and Voice of the Player etc.
Create fun and vibrant ways to engage players, ranging from social media posts to bigger digital marketing pushes, such as influencer outreaches and VIP programs
Own allocated products road map and feed into a detailed global product schedule for the Social Media and Customer Support teams outlining any events that may affect service such as new languages, marketing plan, new platforms, content launches, and seasonality.
Implement service level KPI's for allocated products, ensuring that the Customer Support team and any outsourcer are adhering to and exceeding them
Manage the day to day operation of the contact centre to ensure KPI’s and SLA’s are on target & performance is managed effectively
Ensure production of high quality daily/weekly/monthly KPI, SLA & ROI management information factoring in succession planning
Ensure quality control is in place and feeding back into the operation
Ensure all team members have a strong understanding of the strategy and the part they play in business success and are working effectively towards business goals by providing operational support, inspirational leadership and guidance.
Provide leadership and operational excellence for the Social Media and Customer Support teams, both personally, and through Lead development and management, factoring in succession planning, to create a culture of high performance
THE IDEAL CANDIDATE
Extensive previous experience in a senior Team Leader, CS Manager or Operations Management role
Previous experience in setting up and working with a CMS system, such as Zendesk, Freshdesk, Helpshift etc
Creative and fast-thinking, you have a track record on creating, improving and running social media services and know how to ignite players and their imaginations
Ambitious and passionate about Community and Customer service, able to empathise and identify with customer issues
Excellent communication skills, both written and verbal
Inquisitive, articulate and detail driven, able to troubleshoot customer queries, and have a keen eye for analysing data
Good team-working skills, as well as being independent and able to take responsibility for own planning/prioritisation
Flexible and able to adapt to business needs
Excellent organisational and communication skills, to all sizes of audience and levels of seniority
Self-motivated and entrepreneurial, ability to problem solve and idea-generate
Deep understanding of the Internet, with good knowledge of Google and Microsoft Office-based products
Solid grasp of maths and English
Mobile Gaming Customer Support experience
Previous games industry experience
Passion for video games
To apply please send your CV to email@example.com