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Customer Support Lead

Description

Playtika Holding Corp. is a leader in interactive entertainment delivering personalized immersive experiences to millions of loyal players across a diverse portfolio of games. Founded in 2010, Playtika was among the first to offer free-to-play social games on social networks and, shortly after, on mobile platforms. Headquartered in Herzliya, Israel, and guided by a mission to entertain the world through infinite ways to play, Playtika has more than 3,500 employees in offices worldwide including Ramat-Gan, Berlin, Vienna, Helsinki, Chicago, Las Vegas, Newport Beach, Sydney, Kyiv, Bucharest, Minsk, Dnepr, and Vinnytsia.

Responsibilities

• Oversee the Knowledge Specialists quality of reviews, upon KPIs. Verify the documention and follow-up of these reviews, for improvement purposes, by establishing a work plan around the tracking of the reviews
• Train the KBSs on every new feature and special promotion in the game and serve as the business focal point for the CS team
• Optimise working processes by getting to know the different used platforms and gathering the CS team requirements on a regular basis
• Integrate new CS capabilities and serve as a focal point for our technological department
• Creating daily and ongoing reports that reflects the CS trends

Requirements

• Experience in customer service – a MUST
• Working with CRM and back office systems – a MUST
• Good interpersonal skills and the ability to work with cross interfaces
• Implementation of new systems – a PLUS
• Autonomous and self-managed person
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge in Service-Now – advantage
• English – Native level (both written and spoken)

A word from the manager

Your Experience & Skills

What will you be doing?