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Product Madness
,
London, Greater London
Customer Support Supervisor
Overview
Job Description
This Customer Support leadership role involves providing supervision and mentoring to both internal and external teams responding to our customers, handling escalation issues from various channels, and leading efforts towards continuous improvement of our service quality and tracking of performance indicators. Requirements * Serve as the liaison between the company and the Customer Support outsource partner and its agents, ensuring strong and cohesive communication processes and contributor performance feedback are paramount. * Respond to escalation and high-importance customer service phone calls and emails to our customers on a daily basis with consistent quality (major plus if you are familiar with Zendesk!). * Execute and iterate on existing service audit quality procedures to maintain and incrementally elevate customer satisfaction. * Proactively identify issues of note and escalate using established protocols. * Develop and publish relevant knowledge base and FAQ content relevant to the customer. * Generate reports reflecting their own work and the voice of the customer. * Assist the Customer Support Manager with tasks and projects related to improving the customer experience and team development. * You will be required to work on shift patterns from 8.00 am - 5.00 pm / 1.00 pm - 10.00 pm, including some weekends. About You * At least 2+ years previous experience in a customer facing role, preferably in social/mobile gaming with supervisory or lead experience. * Education Level: Some college, preferably at least an Associates degree or strong previous experience in the field. * Mastery of customer service fundamentals and ability to train and mentor others. * Strong troubleshooting ability. * Solid multitasking skills and attention to detail. * Excellent organizational, written, and interpersonal communication skills. * Self-motivated and ability to work independently as well as in team settings. Benefits * Up to 5% employer pension contribution with Aviva * Private Health insurance with Vitality * Full dental insurance * Life Insurance * Long term disability insurance * 25 days holiday * Employee assistance programme * Bonus scheme * Season ticket loan * Personal development & career plans * Relocation support * A rated visa sponsor * Study assistance program * Moving house day About Us Product Madness burst into life in 2007 as the brainchild of two Stanford Business MBA graduates who possessed an innate love of gaming. Initially, the entrepreneurs developed casual games for Facebook and mobile, before having a light-bulb moment in 2009 and refocusing their efforts with laser-guided precision on the exploding social casino genre. They have been bringing world-class social slots to real slots fans ever since! Now part of Aristocrat Leisure, Product Madness have published hit titles Heart of Vegas, Cashman Casino, FaFaFa and Lightning Link on Facebook, iOS and Android platforms and have grown considerably in size over the past year. Product Madness dedication to promoting diversity and inclusion is clearly reflected in all our content and across all our platforms. Diversity is more than a commitment at Product Madnessit is in the core values of what we do. We are fully focused on equality and believe deeply in diversity of age, disability, sex, sexual orientation, gender reassignment, maternity, marriage or civil partnership, religion, race and all the other fascinating characteristics that make us different. What is great about working at Product Madness? Like all game studios, we have a fully stocked kitchen, foosball table, games room, lunches/breakfasts, beanbags to sit on and much more but we know this isnt what makes us unique. What makes us stand out from the crowd is the autonomy we provide our employees, the opportunity to work on top grossing titles and the professional development opportunities that everyone has access to. We understand that our employees are the key to our success and so ensure we pay above the industry standard and offer a comprehensive benefits package. That doesnt mean to say it's all work and no play, we have a lot of fun creating games from our swanky office in Liverpool Street, as well as having a great social community that is truly reflective of the diverse teams we have here! So what are you waiting for, come and join the madness!