Overview

Exp. required:   Mid-Level (3-5 yrs)

Job Description

• Build customer support for 1047 Games from the ground up, creating and implementing overall strategy for a live operations environment across multiple gaming platforms
• Select, vet, onboard and oversee external customer service vendor(s) as needed
• Create, implement, document and refine support policies with internal agents and/or external vendors
• Implement and own customer-facing tools such as FAQs, answer bots, knowledge bases, etc to help reduce inbound ticket volume
• Track and analyze key performance indicators (KPIs) to identify trends, issues, and opportunities for improvement, then report findings
• Deal directly with complex or high-priority customer issues, ensuring timely resolutions while maintaining a positive relationship
• Ensure top-tier support is given to 1047 Games customers, personally going above and beyond where required to ensure the customer is always satisfied
• Work closely with the development, QA, and community teams to relay customer feedback, troubleshoot issues, and ensure alignment in addressing player concerns