Skillz is driving the future of entertainment by accelerating the convergence of sports, video games and media for an exploding mobile-first audience worldwide. The company’s platform empowers mobile game developers and players with democratized access to fun, fair and skill-based competition for real prizes, shifting the paradigm to make eSports accessible to anyone, anywhere with a mobile device.

Skillz helps developers build multi-million dollar game franchises by turning content into competitive social gaming properties for the world’s 2.6 billion gamers. The company has already worked with 13,000 game developers, leveraging its patented technology to host over 800 million tournaments for 18 million players worldwide.

Who we’re looking for:

Are you passionate about building strong relationships with external partners? Do you thrive on ensuring operations run smoothly? Are you enthusiastic about providing exceptional experience to players by partnering with vendors world-wide? We’re looking for someone to oversee our vendor relationships and head the team running the configuration and maintenance of our Zendesk account and its instances. You will have responsibility for managing the relationship between Skillz distributed vendors and their support teams, collaborating with the Player Relations team on execution against strategic priorities for Skillz success.

A successful candidate for this role must exhibit extraordinary attention to detail, Process Development experience, strong Project Management skills, Change Management experience, and be able to quickly build relationships with both department leaders and external team leads.

Roles and Responsibilities

Own the relationship & communication between Skillz and various support vendors (external support agents and tools)
Manage the Customer Relationship Management (CRM) admin tasked with evaluating and configuring Zendesk, and providing detailed end user documentation
Ensure adequate Support Vendor staffing to achieve SLA targets
Manage day to day operations and escalated customer interactions from external support partners
Ensure a safe and supportive working environment
Assist direct report in handling all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
Complete regular internal system audits and prepare for upgrades as well as take ownership and monitor system access
Assist in the creation of long-term strategic goals for high data quality and appropriate data use
Use analytics to improve ticket deflection and agent productivity
Monitor data quality, data migrations, and data integration.

Requirements:

3+ years of management experience (at least 2 years of which in a Customer-focused team)
Owned metric delivery (customer satisfaction, issue resolution output, and quality control) across a vendor group.
Excellent communication skills, ability to disseminate information effectively across shifts and locations
1+ years experience as an Administrator with Zendesk :Support, Chat, Talk, Guide (strongly preferred)
2+ years Help Desk experience working with Customer Support teams
Passionate about providing an exceptional work environment
3-5 years business analysis, business process engineering or project management (preferred)
Experience with Zendesk Explore analytics tool
Zendesk Support Admin Certificate (preferred)
Tech start up and gaming experience (strongly preferred)

Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance.