This job listing expired on Oct 14, 2020
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Description

KIXEYE is seeking a Head of Customer Support in Victoria, British Columbia, to lead our remote support team and manage strategic operations as part of the Customer Advocacy organization. If you are a seasoned Customer Support Manager with gaming industry experience, and a proven track record in implementing best practices for support organizations, this position is for you.

As the ideal candidate, you have experience leading support teams and integrating with partners like Zendesk, Vanilla, and/or Directly. You have a proven track record of improving customer support, growing professionals, and keeping up with industry trends. You are someone who sets the highest standard for people management and development. You are excited by the prospect of leading a vital aspect of the KIXEYE business with teams around the world. You are proactive. You speak up. You hold yourself and your team accountable for performance. You hold leadership accountable for the experience we cultivate for our players.

Responsibilities

  • Oversee the management and operations of the Customer Support team, in order to deliver best-in-class customer experiences and ensure the player voice is heard at every step of the development and LiveOps process. Areas of focus include:
    • Leadership: As the head of all Customer Support operations, you must establish yourself as an incomparable people manager, culture leader, and evangelist of efficiency to ensure both morale and productivity stay high
    • Entrepreneurship: Identify opportunities, define requirements, execute implementation, and measure the outcome of customer experience projects. This requires working with all relevant cross-functional disciplines and support teams to guarantee smooth, efficient implementation
    • Service: Our mission is to give players the experience that we ourselves would want to have. Ensure all culture, processes, practices, and communications have the end goal of providing amazing experiences for KIXEYE’s players
    • Industry Best: Have your finger on the pulse of the gaming industry to identify trends in Customer Support - with the goal of driving KIXEYE toward world-class customer support and player experiences
  • Oversee support queue management and resourcing to ensure response times are healthy, and the responses being given are of consistently high quality
  • Oversee and manage all KPI reporting for Customer Support, including weekly KPI reports, monthly KPI reports, and persistent data repositories. Ensure that our policies and practices are having a positive impact on downstream KPIs such as retention
  • Own the product roadmap for CS, starting from defining the projects that will support KIXEYE’s business goals, then how those projects will translate into functionality for our users, then how we will test and evaluate those features, and finally how we will extend and leverage features that are successful
  • Communicate and evangelize the product solution and benefits to internal and external customers and demonstrate predicted and actual ROI. This will involve analyzing competitors, market trends, new technology capabilities and creating new approaches and mechanics for customer interactions
  • Serve as the ultimate point of responsibility for all things related to Customer Support, be it performance, training, productivity, innovation, reporting, or any facet of the organization that falls under the umbrella of CS

Skills

  • A strong knowledge of Customer Support operations, as well as the impacts of these practices within the gaming industry
  • Excellent written and verbal communication, interpersonal, presentation, and problem-solving skills and the ability to influence key business leaders in the organization
  • Fluent in management and operation of Support platforms such as Zendesk, Helpshift, Directly, Vanilla, etc.
  • Professional experience owning product or department roadmaps, as well as ensuring that projects/features are delivered on time, to quality, and measured extensively after release
  • Best-in-class people management and development. KIXEYE values its employees’ wellbeing and professional growth - this position requires delivering on both of those values to various levels of staff
  • A good understanding of business strategies and challenges, and how Customer Support impacts larger Product KPIs
  • An aptitude for bold thinking that will drive Customer Support programs forward
  • Strong interest in video games and the gaming industry