Mobile Gaming Customer Support Supervisor
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
To serve the needs of our customers and our remote team members, the schedule for this position post-onboarding is - , from
Desired Skills, Knowledge, and Experience
Strong capabilities in matters related to attention to detail, thoroughness, and accuracy
At least two years previous experience in a customer facing role, preferably with some supervisory or team lead experience
Education level: Some college, preferably at least an Associate’s degree or strong previous experience in the field
Organized and able to manage and prioritize multiple tasks
Experience with games and a desire to work in gaming (previous customer support for a tech company or QA experience a plus)
Advanced knowledge of customer service fundamentals and ability to gain customer trust
Ability to speak and write with clarity, accuracy, and able to match professional tone to appropriate audience
Must be able to fluently read, write, and speak English
Why work here?
We are located in San Francisco downtown, close to Union Square (walking distance to Bart station) in an open layout office
We have an open, creative culture with great learning and growth opportunities
We like to work hard, but also have fun
Your work will have a direct impact. We have built most of our systems based on the inputs of our team members
A variety of delicious meal options at least twice a month, for free
Unlimited snacks and drinks provided at the office (we like to eat!)
Competitive Health, Vision and Dental Insurance
401k Retirement Plan (Includes employer match contribution)
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.