View Our Website View All Jobs

Customer Support Manager

The Role

This role involves full administrative, supervisory, and operations management of a Customer Support department with both internal and outsource teams. This role defines and enforces high quality communication standards from these teams to the customer and is responsible for aggregating and accurately reporting the voice of the customer to the business and tracking of performance indicators.    

Skills and Requirements

  • Holistically maintain staffing, calibrate team and individual contributor performance, and necessary resource components.
  • Lead efforts for unified best practices and Standard Operating Platform.
  • Maintain a close working relationship and communication with leaders in our Quality Assurance, Marketing, Product and other Direct Customer Experience team members to ensure Customer Support is well informed in their communication with the customer.
  • Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to appropriate stakeholders and serve as the customer advocate in their journey.
  • Identify tools, systems, and processes to drive continuous improvements in service quality, efficiency, operating cost, and customer satisfaction.

About You

  • Previous experience in a leadership/management role, ideally in social/mobile gaming.
  • Mastery of customer service fundamentals and ability to coach.
  • Comfortable delegating and obtaining best results from others.
  • Strong troubleshooting ability.
  • Solid multitasking skills and attention to detail.
  • Excellent organizational, written, and interpersonal communication skills.
  • Ability to provide consumable reporting and documentation representing the team effort.
  • Self-motivated and results driven.

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 and FaFaFa on Facebook, iOS and Android platforms and have grown considerably in size over the past year with offices in London, Austin, Las Vegas and San Francisco.

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 Madness—it 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?

A spacious kitchen in our state of the art office in swanky Farringdon which includes free cereal, fruit and onsite Barista, weekly breakfast and lunches plus an awesome games room that includes table tennis, PlayStation, Foosball table and Yoga studio. On top of this we have a top 25 grossing app!!!

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 
  • Eyecare vouchers 
  • Events throughout the year 
  • Free coffee shop/free food throughout the week 
  • Subsidised Gym
Read More

Apply for this position

Required*
Apply with
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file