This job might no longer be available.
Support Team Manager
1 year ago
*la version française de ce document arrive bientôt
The Support Team Manager plays a critical role in spearheading customer support operations for Mistplay’s millions of users and our growing number of products. The position’s primary objective is to lead the Support team while continuously evolving engagement strategies to increase customer satisfaction, brand trust, and user retention.
You will report to the Senior Director of Marketing and collaborate closely with the rest of the marketing department, Product Team, Fraud team, and other stakeholders.
What You'll Be Doing:
- Oversee the day-to-day operations and management of the Support Team
- Pioneer effective strategies, processes, and protocols to increase customer satisfaction
- Ensure high-quality standards for engagement are adhered to across user touch points while delivering timely replies to users within a defined target
- Act as the main representative of user advocacy among stakeholders and other teams
- Manage relationships with 3rd party vendors to ensure smooth partnerships
- Ensure engagement efforts holistically align with other team’s user communications
- Expand the services and capabilities of the team as the company’s product line expands
- Drive product evolution of “self-help” features to deflect & reduce ticket inflows
- Collaborate closely with the Product & Fraud teams regarding technical issues
- Define goals & KPIs for the team, then track and report on the performance
- Continuously seek to improve the health, happiness, and productivity of the team
- Manage recruitment and performance evaluations for the team
What We're Looking For:
- 5-7 years of experience in customer support or a related role.
- Proven track record of growing support & moderation teams within the mobile industry.
- Proficiency in using customer service software (ex. Zendesk, Intercom, UserDesk).
- Expertise in team management, strategic planning, and intracompany coordination.
- Strong communication skills and proficiency in English.
- A natural "people person" with a user-centric and data-driven mindset who can strategically tackle any challenge thrown their way in an agile manner.
- Knowledge of the mobile gaming industry is a plus.
What We Offer:
- Generous stock option package
- We match 100% of your contribution to your retirement plan up to $4000 annually
- Monthly public transportation stipend (or monthly internet cost stipend $90/month)
- Annual gym membership stipend
- Dialogue membership - unlimited free video calls and texts with nurses and doctors anytime - they’ll even help you book IRL appointments
- 4 weeks of vacation and 5 sick/personal days
- Wellness week over the December-January holiday period
- Day off on your birthday!
- Weekly happy hour
- Frequent team outings and off-sites
- Private healthcare - includes massages
- These benefits are for Canadian residents, the package varies slightly for US Residents*
We work hard to make our work atmosphere as inviting and fun as possible! Working at Mistplay is coupled with a whole array of perks that we've adopted virtually and in-person: Team Lunches, game nights, company-wide events, and so much more.
Our culture is deeply rooted in growth and upheld by a team of smart, dynamic, and enthusiastic people. We utilize data to constantly learn, improve, and adapt. We foster an environment where everyone is encouraged to share their ideas, push boundaries, take calculated risks, and witness their visions come to life.
Think you have what it takes? We'd love to meet you!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.
********************************************************************************************************************************
Nous nous efforçons de rendre notre atmosphère de travail aussi accueillante et amusante que possible ! Travailler chez Mistplay comporte toute une série d'avantages que nous avons adoptés en mode virtuel comme en mode présentiel : déjeuners d'équipe, soirées jeux, événements à l'échelle de l'entreprise, et bien plus encore.
Notre culture est profondément ancrée dans la croissance et soutenue par une équipe de personnes intelligentes, dynamiques et enthousiastes. Nous utilisons les données pour apprendre, améliorer et adapter en permanence. Nous favorisons un environnement dans lequel chacun est encouragé à partager ses idées, à repousser les limites, à prendre des risques calculés et à voir ses visions se concrétiser.
Vous pensez que vous avez le profil requis ? Nous serions ravis de vous rencontrer!
#LI-ZD1
#LI-REMOTE
Create Your Profile — Game companies can contact you with their relevant job openings.