This job might no longer be available.
Head of DCE
1 year ago
Company Summary
Product Madness is one of the world's largest mobile game studios, with a global presence. Founded in 2007, we’re today a top-grossing leader in social casino mobile games that are crafted with passion and commitment. Our ambition is to entertain millions of players around the world with our remarkable titles that include Heart of Vegas, Cashman Casino, Lighting Link and FaFaFa™ Gold.
We are Mad about games and the way they bring people together, and that passion and culture is what holds us together as a studio, connects us with the partners we collaborate with, and is what links us to our sister studios across the world.
Job Posting Title
Head of DCESummary
The role of Head of Direct Customer Experience involves full administrative, supervisory, and operations management of a Customer Support department with both internal and outsource teams. This role defines and enforces high quality communication standards from these teams to the customer and is responsible for aggregating and accurately reporting the voice of the customer to the business and tracking of performance indicators.What You'll Do
Skills and Requirements
- Holistically maintain staffing, calibrate team and individual contributor performance, and necessary resource components.
- Lead efforts for unified best practices and Standard Operating Platform.
- Maintain a close working relationship and communication with leaders in our Quality Assurance, Marketing, Product and other Direct Customer Experience team members to ensure Customer Support is well informed in their communication with the customer.
- Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to appropriate stakeholders and serve as the customer advocate in their journey.
- Identify tools, systems, and processes to drive continuous improvements in service quality, efficiency, operating cost, and customer satisfaction.
What We're Looking For
About You
- Previous experience in a leadership/management role, ideally in social/mobile gaming.
- Mastery of customer service fundamentals and ability to coach.
- Comfortable delegating and obtaining best results from others.
- Strong troubleshooting ability.
- Solid multitasking skills and attention to detail.
- Excellent organisational, written, and interpersonal communication skills.
- Ability to provide consumable reporting and documentation representing the team effort.
- Self-motivated and results driven.
Why Product Madness ?
Product Madness is so much more than just a Pool table and a foosball game.
We believe in an honest and transparent approach with our teammates. Company wide weekly Town Halls, All Hands and strategy meetings are just a few ways in which we encourage an open and honest path to achieving complete transparency.
Despite a pandemic, there isn’t a day where we don’t feel connected to one another.
With frequent events, workshops, giveaways, slack coffee and donut sessions we have definitely brought on our office culture to this new virtual world of zoom calls.
We also try to cater for all our staff’s needs – be that a freshly brewed cappuccino made by our professional barista in our free coffee shop or by providing a bountiful supply of tasty snacks to keep us refueled and buzzing.
We love to organise plenty of social get-togethers and action-packed activity days, be it slipping inside an inflatable bumper ball for a mad session of football zorbing or throwing caution to the wind and traversing giddy treetop rope courses at Go Ape. On top of these team-building activities, our lunch and learn workshops, not to mention the lavish Christmas and summer parties, foster that ‘work hard, play hard’ mantra. Our offices are based in the heart of the metropolises of London and Lviv, surrounded by an abundance of diversity and inspiration to keep those ideas flowing.
Our Values
People First
We have the deepest respect for our people and their well being. We know they are exceptionally talented and will always have a choice. We want them to re-choose us every day. We are committed to building a culture where each person's voice will always be heard and addressed.
MAD for More
Always improving, innovating and never settling for the existing. We push all boundaries with courage and ambition to become the world’s best games company.
Globally Inclusive
We are all Equal - regardless of the language we speak, where we live, our gender, religion or culture we come from. We want to build a global home, where everyone has the equal opportunity to make an impact.
Customer Focused
We always think from the customer's perspective - be it players or internal customers.Improving their experience and joy is what drives us. Every client's success is our big win!
Create Your Profile — Game companies can contact you with their relevant job openings.