VIP Manager - Star Trek Fleet Command

What You Will Do

• Establish and nurture relationships with a large group of VIP Players and proactively anticipate customer needs based on the portfolio's VIP Strategy
• Have regular communication with VIPs through a variety of communication channels (eg by live chat, email, and by phone)
• Might manage a community channel dedicated to VIPs if relevant (for example, Discord servers, Facebook groups…)
• Communication will be two-way - players will be able to contact you for prompt resolution on issues they may have, and at the same time, you will work on engaging with them proactively
• Triage new game bugs and coordinate with Product teams to identify and resolve game issues quickly to provide players with a fast resolution to their inquiry
• Oversee and direct a group of VIP support agents to keep resolution times low and customer satisfaction high
• Work with the Community team and Player Care teams to understand upcoming events, and product updates and ensure that your VIPs are kept up to date
• You will be the voice of our VIP players, providing insight and being able to engage with our User Research and Product teams to provide feedback on what our VIPs love and which aspects they’d like to change
• Monitor key KPIs such as CSAT, player activity and spend, churn and retention, and act on these trends for your players
• Analyze past and current player behaviors and how they can be improved by bonuses, gifts or events, or any other initiatives needed to grow customer loyalty

What We’re Looking For

• 4+ years of work experience in a VIP team, customer service or customer support role
• Data-driven with an ability to understand trends and find ROI-positive solutions
• Tremendous communication skills, including excellent written and spoken English
• Must have a passion for conflict resolution and problem-solving
• Strong evidence of contributing to customer satisfaction and retention
• Account management experience
• Ability to analyze and draw conclusions from raw data
• Need to have creative impulses and the confidence to share ideas with teammates
• Outgoing, likable, enthusiastic, and driven to achieve results

Bonus Points

• Ability to produce target-specific campaigns and report pre / post-campaign
• Proven experience in VIP portfolio / ROI-driven growth
• Experience in VIP account management for a mobile game or product
• Proven experience in analytical, reporting, and budget management
• Casino/gaming VIP or host experience
• Video game or mobile game experience
• Knowledge of JIRA and displaying intermediate analytical skills
• A gamer
  
  

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

About Us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," “Star Trek™ Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.

Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms--from mobile, web, PC and beyond.

Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit: scopely.com.

Notice to candidates: Scopely, Inc and its affiliates will never request payment or ask for financial information as a condition for applying to a position or receiving an offer of employment. All official Scopely, Inc. recruiters only use email domains that end with @scopely.com.

Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact recruiting@scopely.com .

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