Customer Support Manager

  • Las Vegas, NV
  • Full Time
  • Mid Level

 

Customer Support Manager

WinnerWinner is a mobile game app that enables users from anywhere to play real, streaming arcade games for real prizes.  Whether it is winning a coveted plushy, or saving up tickets to trade in for larger prizes in the Winner’s Circle, WinnerWinner provides a true arcade experience with just a few taps on your phone, no matter your location.

 

It’s an extremely exciting time to be joining the team - we just launched our first international market and are growing extremely fast.  With that comes great growth potential and have intense creative input from day one.    Our transparent company holds among its principal values being a great place to work,  and we do this by being transparent with one another from the top down, setting and achieving our goals, providing a great experience for our users, and by having a ton of fun doing it! 

 

About the Role

We are looking for a Customer Support Manager to lead our support operation and report to the COO.  This person will be responsible for developing our operational support processes, onboarding new platforms that enable us to scale efficiently and economically, while also being a great recruiter and manager of talent. You will serve as the voice of the customer for the organization, and will leverage feedback to help iterate on both the game-play and support experience every WinnerWinner user receives.   A few things you’ll manage include:

 

  • Responsible for reviewing potential candidates, reviewing resumes, identifying potential fits, interviewing, onboarding and offboarding
  • Staffing & scheduling
  • Support platforms & processes
  • Training & QA
  • Ensure all support tickets through all channels are answered effectively and timely
  • Daily KPIs, including service levels, abandon rates, handle times, wait times, agent utilization, etc.
  • Own our NPS & Review analysis processes
  • Collaborate with marketing, product and dev and to drive a better game play experience

 

Who We’re Looking For

 

  • Bachelor’s degree preferred
  • 3-5 years support management experience
  • Experience in a start-up environment & data-driven company
  • Firm understanding of CS KPI's (SLA, AB, AHT, AWT, FCR) and processes
  • Experience in leveraging multiple channels and platforms (Zendesk, Kustomer, Inside, TalkDesk, etc) to provide great support
  • People person who can manage relationships within a team and external stakeholders (e.g. support agents, other department heads, etc).

 

What You’ll Get

  • A great environment - You’ll be one of the first hires in a brand new office
  • Game-loving environment, equipped with ping pong, foosball and arcade machines, of course!
  • Competitive pay
  • Creative input from day 1 and unlimited growth potential
  • Full time benefits plan, including medical/dental/vision/pet insurance and paid time off
  • Stocked kitchen & team outings
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