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Manager, Player Services

Karnataka, India (Hybrid)

Manager, Player Services

2 Weeks ago • 8 Years + • Product Management • Operations

About the job

5 skills required for this role

Test your skills to join the top 1% applicants for this job

marvel

excel

customer-centric

conflict-resolution

cross-functional

Job Description

Scopely seeks a Manager, Player Services to lead a team of 5 in Bangalore. Responsibilities include team management (performance evaluations, training, conflict resolution), process improvement, acting as the "Voice of the Player," resolving player issues, providing insights to cross-functional teams (QA, Product), tracking KPIs/SLAs, addressing blocking issues, anticipating future support needs, and ensuring seamless gameplay. The ideal candidate has 8+ years in customer care/service, 3+ years managing teams, deep mobile game knowledge, and experience with tools like Zendesk, Helpshift, and Appbot. Strong communication, problem-solving, and a customer-centric focus are crucial.

Must have:

8+ years in customer care
3+ years team management
Mobile game knowledge
Experience with Zendesk, Helpshift, Appbot
Strong communication skills
Customer-centric focus

Good to have:

Fluency in additional languages

Description

Scopely is looking for a Manager, Player Services to join the GSN Casino team in Bangalore on a hybrid basis!

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

The GSN Casino team is home to slots, bingo, cards, and more! Work on incredible games, including a top-10 grossing app, alongside the best in the business.

What You’ll Do

As an ideal candidate, you must have a strong passion for games and a deep understanding of customer service operations. You exemplify world-class service standards and demonstrate exceptional adaptability and judgment in every aspect of your work. You have a clear vision of what it takes to foster thriving player communities and are dedicated to becoming a product expert for the games you represent on behalf of Customer Support. You excel under pressure, managing competing priorities with focus and determination.

Most importantly, you understand that player experience is paramount. You take ownership of this mission, ensuring each interaction—whether cross-functionally or directly with players—upholds and enhances their experience.

Manage and develop a team of 5 Player Service representatives, providing direction, coordination, and performance evaluations
Conduct interviews, training sessions, and employee motivation initiatives, ensuring adherence to company policies and effective conflict resolution
Regularly assess support representatives' performance, offering constructive feedback to foster continuous improvement
Design and implement departmental processes and procedures to enhance operational efficiency and productivity
Act as the "Voice of the Player," guiding the customer support strategy for one or more Scopely games
Serve as the primary contact for live player issues, ensuring prompt communication and resolution
Provide actionable insights from customer service interactions to cross-functional teams, working closely with Quality Assurance and Product teams to identify and resolve game bugs, ensuring seamless gameplay
Track customer service KPIs and SLAs to swiftly identify trends and implement necessary improvements
Address blocking issues promptly to ensure effective and timely resolutions
Review product specifications and roadmaps to anticipate and plan for future support needs, keeping support teams updated on game content and providing necessary training materials

What We’re Looking For

8+ years in the customer care/service industry, with at least 3+ years managing or leading a team of 5 or more members
In-depth knowledge of mobile games or micro-transaction apps, along with a solid understanding of CS operations, procedures. Hands-on experience with PS and CRM tools like Zendesk, Helpshift, and Appbot
A genuine love for games, strong customer-centric focus, and excellent business acumen
Demonstrated success in delivering exceptional service and sharing actionable feedback that drives measurable results
Ability to investigate and analyze customer service ticket drivers, providing detailed reports and insights
Experience in effective B2C communication and collaborating across functions within an organization
Strong judgment, confidence, and the ability to make decisions quickly, even under pressure
Comfortable working in a fast-paced, high-volume environment while maintaining focus and efficiency
Strong written and verbal communication skills in English; fluency in additional languages is a plus

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!

About us

Scopely is a global interactive entertainment and mobile-first video game company, home to many top, award- winning experiences such as "MONOPOLY GO!," “Star Trek™ Fleet Command,” “Stumble Guys,” “MARVEL Strike Force,” and “Yahtzee® With Buddies,” among others.

Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer™ experience across multiple platforms--from mobile, web, PC and beyond.

Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.

Recognized multiple times as one of Fast Company’s “World’s Most Innovative Companies,” Scopely is a multi- billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.

Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.

Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.

For more information on Scopely, visit: scopely.com.

Notice to candidates: Scopely, Inc and its affiliates will never request payment or ask for financial information as a condition for applying to a position or receiving an offer of employment. All official Scopely, Inc. recruiters only use email domains that end with @scopely.com.

Our official website is www.scopely.com. Please only apply to positions posted on our official website and ensure the recruiter only communicates via the official email domain.

Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact recruiting@scopely.com.

TXT 13/12/2024

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