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Customer Care Lead

4 years ago

· Glu Mobile (NASDAQ:GLUU) is a leading global developer and publisher of free-to-play games for smartphone and tablet devices. Glu is focused on creating compelling original IP games such as Cooking Dash, Deer Hunter, Covet Fashion, Design Home, Racing Rivals, TAP Sports Baseball, and branded IP games including Kim Kardashian: Hollywood, on the App Store, Google Play, Amazon Appstore, Facebook, Mac App Store, and Windows Phone. We have worldwide studios in North America and India. Our headquarters are in the heart of the bustling SOMA District of San Francisco. To learn more, follow this link: http://www.glu.com/

Job Description

· Managing and developing a team of 10 – 15 representatives. Responsible for the overall direction, coordination, and evaluation of the team.
· Carrying out supervisory responsibilities in accordance with standard policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, creating department process; rewarding and disciplining employees; and effective conflict resolution.
· Great communicator and a primary source of information for the team.
· Should be of strategic value to our high-profile players by being an escalation point for high tier players; should be able to resolve escalations for “at risk” customers.
· Ability to support different titles with multiple workflows.
· Proactive monitoring and ability to adjust resources for SLA attainment.
· Identifying and eliminating barriers to accuracy, productivity, and quality.
· Ensure employee happiness by working with peer leads and management. Conduct regular team health surveys to monitor and maintain team happiness.
· Apply Glu Core Values “Learn & Share”, “Win together”, “Move fast” & “Trust each other”.
· Consistently drive the team towards higher performance and quality expectations.
· Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, and Quality.

Required Skills:

· 5+ years’ experience in Customer care / service industry.
· 2+ years’ experience in managing / leading a team of at least 10 members.
· Gaming industry experience is an added advantage.
· Experience with CRM tools (Salesforce, Zendesk, Helpshift etc.)
· Customer centric and an excellent business acumen.
· Good analytical skills to crunch, read and draw insights from data. Proficiency in excel will be an added advantage.
· Ability to organize/prioritize many concurrent tasks in a fast-paced environment, maintaining keen attention to detail and follow-through
· Should have management level verbal / written communication, presentation, and training skills.
· Strategic thinking and analytical Skills: Ability to look at each problem or data set from many different angles to find simple solutions
· Flexible with shifts and to work on Holidays.

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