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Operations Specialist
2 years ago
About Skillz:
Skillz is the leading mobile games platform connecting players in fair, fun, and meaningful competition.
The gaming industry is larger than movies, music, and books, with more than 2.7 billion gamers playing monthly and 10 million developers worldwide. Mobile is the fastest-growing segment of the gaming market, expected to increase from $86 billion last year to $161 billion in 2025.
As the first publicly-traded (NYSE: SKLZ) mobile esports platform, Skillz has pioneered the future of the gaming industry. The Skillz platform helps developers build multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide, and distributes millions in prizes each month.
Through its philanthropic initiatives, Skillz has harnessed the power of its platform to transform the way nonprofits engage with donors, enabling anyone with a mobile device to support causes such as the American Red Cross, Susan G. Komen, American Cancer Society, and NAACP by playing in Skillz tournaments.
Skillz has also earned recognition as one of San Francisco Business Times’ Best Places to Work, Fast Company’s Most Innovative Companies, Parity.org’s Best Companies for Women to Advance, a two-time winner of CNBC’s Disruptor 50, one of Forbes’ Next Billion-Dollar Startups, and the #1 fastest-growing company in America on the Inc. 5000.
Who we’re looking for :
Are you passionate about building a strong operational foundation to help build the future of competition? Do you thrive on ensuring operations run smoothly with a strong attention to detail? Bring your natural curiosity and analytical mind to the Skillz team! We’re looking for someone to oversee daily Player Relations administrative operations and assist in upleveling our internal and external teams. You will be the point of contact for all quality control operations, brainstorming ways we can improve our quality through rubric creation and voice of the player analysis. You will be our quality champion, engaging with cross-functional partners while improving internal processes for our Player Relations team.
A successful candidate for this role must exhibit extraordinary attention to detail, Process Development experience, strong Project Management skills, and demonstrated mastery of CRM administration tasks (such as Zendesk, Salesforce, Talkdesk, etc).
Roles and Responsibilities
- Evaluate and configure CRM agent accounts, and provide detailed end user documentation
- Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
- Drive customer experience improvement through CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience
- Drive alignment of outsource partners through targeted contact listening calibration sessions, partner syncs, and review of quality variance to drive CSAT and Quality performance
- Assistance in long-term quality goals through the creation of reports, and analytics in relation to the voice of the player (VOP)
- Drive process improvements and quality automation through assessment/maintenance of the quality management system
- Support continued learning through the creation of contact library that internal or external support may use for learning sessions, up-training based off of observed opportunities in quality scores, alignment of contact handling practices to align with quality expectations
- Drive Operational improvements within Player Relations focused on cross functional collaboration and effective cross functional communication
Requirements:
- 2+ years experience working with Customer Support teams
- Experience working with, or in a call center is highly desired
- Prior CRM experience. Zendesk is a huge PLUS!
- Experience with QMS tools
- Strong Project Management skills
- Excellent oral and written communication skills
- Good problem-solving and decision-making
Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance .
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