Account Manager Team Lead, Escalations & Triage
Hybrid
Toronto,CAN
www.vgw.co
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for an Account Management Team Lead to join the team.
In this role, you will coach and guide a team of Account Managers. You will strategically analyze unmanaged accounts to evaluate and assign them to the appropriate team. Additionally, you will handle escalations for unmanaged players related to anti-fraud, responsible social gameplay, and AML.
Key responsibilities will include:
- Overseeing the escalation process and ensuring the requests are handled promptly and effectively.
- Use KPIs to assess player satisfaction, resolution time, quality of resolution, team performance, and process improvement.
- Monitor and analyze player activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player’s experience.
- Be aware of risks and look for opportunities to manage risk within the team.
- Ensure compliance from all team members to various mandates across other business units such as Responsible Social Gameplay, Anti-Fraud, and AML.
- Develop a culture of excellence by fostering a high level of accountability via a fair and effective performance management system.
What you will bring to the role:
- 2+ years demonstrated B2C relationship management experience as well as experience in Team Management.
- At least 6 months of demonstrated experience handling dissatisfied player escalations or triaging player accounts.
- Advanced understanding of the escalations process and account analyses is an advantage.
- Demonstrated experience as a strong leader who is motivated to build success in others.
- Ability to understand the implications of actions and make recommendations for solutions.
- Ability to manage multiple priorities, meet deadlines, and work efficiently with time-sensitive escalations.
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.
Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required.
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