Customer Support Manager

Location
New York
Posted
Oct 09, 2012
Closes
Nov 08, 2012
Contact
Mr. Colin Walter
Duration
Full Time
We are looking for a game changing Customer Support Manager. If that’s you, we should talk. Let’s talk about what happens when a company is changing the landscape of an industry. Let’s talk about how High 5 Casino is the only place on Facebook with real Vegas slots. Let’s talk about engaging customers and turning each one into a brand evangelist. Let’s talk about building and nurturing an amazing work culture that is both inspiring, effective and customer focused.

The ideal person that fills this role will be a key contributor to the company’s overall online social success. She or he is a leader with a proven track record in setting a vision for unique and compelling customer experiences, inspiring others to get behind the vision, and ultimately delivering an experience that is simply unrivaled. She/he will bring deep knowledge and expertise in operations as well as exceptional management and relationship building skills including a hands-on, non-bureaucratic leadership style. High 5 Games is scaling quickly. You will develop long-term strategies and shorter-term plans to meet aggressive deadlines. You must be extremely results driven, customer focused, technologically savvy, data driven and skilled at building internal and external relationships.

Responsibilities:

  • Champion a customer-centric environment that increases customer loyalty and drives brand awareness through continuous enhancement and innovation.
  • Set a vision and clearly articulate what an incredible customer experience looks like at High 5 Games.
  • Develop a plan to set that vision in motion including people, process and technology.
  • Attract, develop, excite and manage a team of high performing Community Coordinators.
  • Day to day oversight of the customer experience team.
  • Monitor and analyze call/email/online forum postings, posting patterns and traffic flow using sophisticated models to ensure service level objectives are met.
  • Continuously review, balance, and scale team resources to support the rapid growth of our customer base.
  • Develop and track life cycle metrics to ensure that we achieve an extraordinarily high retention rate.
  • Create an environment of accountability and responsibility that will encourage your developing team to provide an experience that keeps customers working happy in each and every interaction.
  • Monitor case volume and escalation trends to find root-causes.
  • Work to reduce the incoming support volume through knowledgebase, FAQs, online training, customer forums and other self-help strategies.
  • Evaluate, develop, and implement policies, processes, procedure to improve the organization and efficiency of department.
  • Actively participate in the selection and deployment of any new technologies.
  • Grow and develop additional communication channels including text, online chat, and outbound calling.
  • Set direction for training programs to ensure Community Coordinators receive continuous development.
  • Provide an effective and appropriate human touch to augment our automated systems and processes.


Requirements:

  • BS/BA degree with excellent academic performance. MBA a plus.
  • 7-10 years of experience with a minimum of 4 years of customer care experience in roles of increasing responsibility preferably in a high-growth organization known for exceptional service.
  • Demonstrated experience managing a large team of Customer Support Representatives.
  • An incredible “people-person” who loves connecting with people, figuring out what makes them tick and what their pain points are.
  • Experienced at Customer Relationship Management. Success in client services, customer management, and building scalable, automated systems to track and improve customer engagement.
  • Experience managing multiple social based platforms and implementing content management software to streamline work flow
  • Digitally savvy. Comfortable with technology, trying new tools, and harnessing the power of current tools and social networking sites
  • Brand evangelist. You’ll have to be fired up about what we are about.
  • Business-savvy and hyper analytical. Interested in being on the front lines of determining and implementing the development path of a growing company. You’ll have to be a whiz at analyzing, interpreting, communicating and adjusting strategies to align with what the data tells us. Able to compile and use data to drive business decisions and growth paths.
  • Entrepreneurial. Excited about the fast-paced, ups and downs and incredible hands-on creative problem solving that comes with being part of a start-up team. You’ll have to prove to us you can handle the pressure that comes from building things from scratch.


We are always looking for great talent. We appreciate your interest in joining our team. Only applicants who meet the requirements of this position will be considered.
  • Please include samples of your work/portfolio/website link(s), etc.

    High 5 Games is an equal opportunity employer.

    • Principals only. Recruiters, please don't contact High 5 Games.
    • Please, no phone calls about this job!
    • Please do not contact High 5 Games about other services, products or commercial interests.