Do you possess superior leadership and communication skills?
Are you a technically minded problem solver with proven ability to get to the root of an issue?
Do you enjoy providing excellent service to people and patient, positive coaching for others?
We are looking for an enthusiastic, passionate and service-oriented individual who knows how to comfortably handle escalation issues and effectively supervise small teams as they troubleshoot, find solutions, and provide world-class support experiences to our customers.
Product Madness, part of Aristocrat Technologies, is a leading social and mobile gaming company with a focus on social casinos. We have published hit titles on Facebook, iOS, and Android and have offices in San Francisco, London, Las Vegas, and Austin.
You are driven to help customers and have experience in technical troubleshooting, supervising teams, and comfortably managing customer escalations by email and phone. You possess excellent organizational, written, and oral communication abilities and have scheduling flexibility (evening and weekend availability). You can be relied upon for your good judgment and ability to work independently as well as within the team.
About the Job
You will be serving 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.
You will be answering 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!)
You will be an advocate for our customers in their user experience
You will assist the Customer Support Manager with related projects as needed and able to represent them in their absence
Desired Skills, Knowledge, and Experience
Why work here?