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Skillz

Player Support Vendor Manager

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Skillz
πŸ‡ΊπŸ‡Έ Las Vegas, NV

About Skillz:

Skillz is the leading mobile games platform connecting players in fair, fun, and meaningful competition.

The gaming industry is larger than movies, music, and books, with more than 2.7 billion gamers playing monthly and 10 million developers worldwide. Mobile is the fastest-growing segment of the gaming market, expected to increase from $68 billion in 2019 to $150 billion in 2025.

As the first publicly-traded mobile esports platform, Skillz has pioneered the future of the gaming industry. The Skillz platform helps developers build multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide, and distributes millions in prizes each month.

Through its philanthropic initiatives, Skillz has harnessed the power of its platform to transform the way nonprofits engage with donors, enabling anyone with a mobile device to support causes such as the American Red Cross, Susan G. Komen, American Cancer Society, and NAACP by playing in Skillz tournaments.

Skillz has also earned recognition as one of Fast Company’s Most Innovative Companies, a two-time winner of CNBC’s Disruptor 50, one of Forbes’ Next Billion-Dollar Startups, and the #1 fastest-growing company in America on the Inc. 5000.

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.