This job listing expired on Mar 24, 2021
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Clipwire is one of Canada's fastest growing mobile video game companies and the creator of Bingo Story, the top grossing game by a Canadian developer. Founded in Toronto 10 years ago, we’ve had tremendous success and are poised for another decade of record growth. Our company is built on strong values, work ethic and intelligent data driven growth. We work hard, have fun, innovate and level-up every day which has allowed us to build a highly profitable suite of games which we continue to refine and improve every day. We like to think we’re making our moms proud.

Working at Clipwire means becoming part of the future right now. We have reached our current growth rate because we support, promote and develop our team so that they can make great games. Come find out what all the buzz is about!

We are seeking a self-motivated VIP manager with exceptional communication skills to own the job of retaining and reactivating our top VIP players. You will be responsible for increasing players' lifetime value by proactively providing a personal, engaging and rewarding experience for our most important customers.

This is a full-time on-site role at our studio in downtown Toronto or Montreal (remote until the end of the pandemic)

Responsibilities:

  • Provide our VIP players with a personalized customer experience
  • Proactively target and reach out to VIP players and keep them engaged and/or re-engage them
  • Create rapport and a real conversation with a sales driven mindset
  • Act as a point of contact in the company for the voice of our VIP players, helping product owners understand how to serve them better
  • Build out these VIP relationships, where possible, so that they become advocates for our company and games
  • Build an exceptional CSAT via your interaction with these customers
  • Design and work on implementation of the VIP service status onboarding process

Requirements

  • 2+ years of experience in customer success / customer support in a mobile game studio
  • Willingness to occasionally interact with customers outside a regular 9-5 schedule
  • Ability to use data to identify patterns in VIP behavior and react accordingly
  • Zendesk Certified Admin or extensive experience working with Zendesk
  • Excellent public facing communication and interpersonal skills, both verbal and written
  • Exceptional rapport building skills
  • Native or Mother tongue level in English
  • Proven analytical competencies and data-oriented
  • Technical background (SQL, courses, relevant degree, or technological unit)
  • Focus on consumer behavior in digital entertainment/games
  • Experience in building social content, customer engagement programs and conversations
  • Experience performing in-front of a camera (acting, narrating, hosting)

Nice-to-Haves

  • Understanding of consumer behavior in digital entertainment media
  • Fluent in one or more additional languages offered in our games
  • Already familiar with one or more of our games or our competitor games
  • Ability to understand social media marketing and define new outreach channels to connect with potential players

Clipwire is an equal opportunity employer and considers qualified applicants without regard to race, gender, sexual orientation, gender identity or expression, genetic information, national origin, age, disability, medical condition, religion, marital status or veteran status, or any other basis protected by law.