Scopely is seeking a Customer Support Lead to lead all aspects of Customer Support for one of our acclaimed mobile games. The ideal candidate has a deep understanding of customer service operations, embodies world-class service, and exhibits exceptional adaptability and judgment in every way.
As an ideal candidate you must have a strong passion for games, and you know what it takes to ensure that player communities flourish. You exhibit the necessary dedication to become a product expert in the games you will own on behalf of Customer Support, and you thrive under pressure with competing priorities. Most importantly you understand that player experience is paramount, and you take ownership of that cause with each and every interaction both cross functionally and with our players!
At Scopely we pride ourselves in providing an enriching work atmosphere where skill-sets are learned and honed. If you are excited to join us in that journey, and you possess the experience and skill-sets highlighted, then Scopely is the place for you!
The games are: Scrabble® GO, Looney Tunes™ and The Walking Dead: Road To Survival™
What you will do:
Serve as the CS/agent product owner for one or more Scopely games
Deliver actionable insights on CS contacts to cross-functional teams
Coordinate with Quality Assurance and Product teams to identify and resolve game bugs
Review product specifications and roadmaps to anticipate and plan for support needs
Responsible for the self-service efficacy of FAQ content in all assigned products
Monitor CS KPIs and SLAs to quickly identify and drive action on trends
Develop CS processes and procedures for products under your purview
Keep support teams up to date on game content and provide training material as needed
Review performance of support representatives, and provide feedback for improvement
Address ticket escalations as needed
Not leadership role
What you need:
Knowledge and expertise with mobile games or micro-transaction apps
A thorough understanding of CS operations, tools, and procedures
A record of exceptional service and sharing feedback with proven results
Analytical acumen to investigate and report on CS ticket drivers
Experience communicating B2B or cross functionally within your organization
Strong judgment and confidence, and an ability to make decisions quickly
Able to work under pressure in a fast-paced, high-volume environment
Strong communication skills in English are a must, fluency in any additional language is a plus
About Scopely:
Scopely is a leading mobile games company home to many top-grossing, award-winning franchises including Scrabble® GO, MARVEL Strike Force, Star Trek™ Fleet Command, Looney Tunes™ World of Mayhem, WWE Champions, The Walking Dead: Road To Survival™, YAHTZEE® With Buddies and Wheel of Fortune®: Free Play, among others. Scopely creates rewarding, immersive games that empower a directed-by-consumer experience. Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform that personalizes gameplay at scale across one of the most diversified portfolios in the west. Recognized in Fast Company’s ‘World’s Most Innovative Companies’ and #2 on Deloitte’s ‘Technology Fast 500’ as one of the fastest-growing companies in North America, Scopely has achieved more than $1 billion in lifetime revenue by creating game experiences that are an important part of people’s lives. Scopely has global operations in Los Angeles, Barcelona, Boulder, Dublin (DIGIT game studio), London and Tokyo, with additional studios in seven countries across four continents.
