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Player Support Automation Lead
2 months ago
Craft:
Customer & Game SupportJob Description:
We are seeking an experienced and dedicated Automation Lead to join our Player Support team. As an Automation Lead, you will be responsible for designing, implementing, and maintaining automated solutions to enhance the efficiency and effectiveness of our player support operations.
In this role, you’ll be working closely with the Player Support leadership team and lead a team of two direct reports to collectively drive the automation initiatives.
Your role within our Kingdom:
- Develop and implement automation strategies to optimise player support processes and workflows.
- Identify areas within the player support ecosystem that can benefit from automation, such as ticket routing, response templates, and data analysis.
- Design, develop, and maintain chatbots to streamline player interactions and resolve common queries efficiently.
- Lead a team of specialists to create, test, and deploy automation scripts and tools.
- Monitor and maintain existing automation solutions, ensuring they are up to date and functioning effectively.
- Analyse data and performance metrics to continually improve and refine automation processes.
- Stay up to date with industry trends and emerging technologies to incorporate the latest advancements into our automation efforts.
- Ensure compliance with data protection and security regulations, particularly in handling customer data.
- Mitigate traffic increases by proposing solutions and coordinating our team’s response
- Maintain and manage the service desk system by developing and updating our workflows. You will be administering our different configurations (triggers, automation, macros, views, custom fields, etc ... ), ensuring a seamless experience for players and business.
- Drive continuous improvement initiatives to build a scalable and efficient tool configuration. Deploy scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.
- Research and conduct experiments on new Zendesk products, including third-party apps. Prioritise projects based on cross-functional needs.
- Assist in developing training materials and training users on Zendesk.
Skill to create thrills:
- At least 2 years of direct Zendesk administration experience.
- Familiarity with automation tools and platforms. Proven experience in chatbot development and implementation is a plus.
- Experience in dealing with data from numerous sources and analysing trends (Looker is a plus).
- Excellent communication and organisational skills, with the ability to present your analysis in a clear and unambiguous way. You are confident discussing trends and telling stories.
- Experience in customer service operations and understanding of day-to-day service levels.
- Creative problem-solving skills- you like to find solutions to problems.
- Highly professional and autonomous that deliver against their commitments despite constraints.
- Team Management experience. Foster teamwork and a positive working atmosphere.
- Stakeholder management skills.
- Ability to change priorities quickly, deal with ambiguity, confront issues directly, and work well as part of a team.
- Proactivity and high energy to grow the role and the function within King.
Sweet bonus skills:
Experience using a variety of customer services response platforms, such as email, chat, social media, and community.
- Above-average MS Excel skills and experience with data visualisation tools (looker, tableau, etc, ... ).
- Experience managing projects, being technology savvy, and being able to communicate well at all levels.
- Experience in the games industry or similarly sophisticated customer-facing digital businesses.
If you are passionate about automation, gaming, and enhancing customer support experiences, we encourage you to apply.
About King
At King, we’re Making the World Playful. Heard of Candy Crush? We’re the creators behind it. With game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in Dublin, San Francisco, New York, Los Angeles, and Malta, we have a 20-year history of delivering some of the world’s most iconic games in the mobile gaming industry and are on a mission to level-up the little moments for our more than 200 million active monthly users. But we aren’t just crushing it with candies, we’re also behind Farm Heroes, Bubble Witch, Pet Rescue and loads of other sweet games. As a leading interactive entertainment company for the mobile world, King is part of Activision Blizzard, which was recently acquired by Microsoft.
A Great Saga Needs All Sorts of Heroes
King strives to be a place where everyone can be their most authentic self. We recognize that diversity, equity and inclusion is a vital and continuous conversation, and that change only happens when we all come together. It’s our mission to build a diverse and inclusive Kingdom for our people, players, and community.
Making the World Playful
Making the World Playful is our mission – it’s the thread that connects our people, our players, and our passion for our games. Let’s face it, who doesn’t love a bit of fun?
Kingsters are seriously playful: creative thinkers who balance art and science to bring moments of magic to millions daily. But our players aren’t the only ones that can level-up. We’re always looking for ways to champion each other and make what’s already great, even better.
So, if this feels like a fun way to spend your days, and you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful.
Applications need to be in English.
Discover King at careers.king.com