Customer Operations Specialist
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 Customer Support team in Toronto and are currently looking for a Customer Operations Specialist Lead to join the team.
In this role you will contribute to the development and maintenance of training materials and resources, ensuring that the team is equipped with the knowledge and tools needed to deliver outstanding customer experiences.
Key responsibilities will include:
- Execute optimizations of Salesforce & Zendesk platforms in line with the wider Account Management Operations including rebuilding queues/views and updates to contact automations.
- Manage a formal information and training acknowledgement process to ensure staff completion of relevant materials is documented.
- Maintain close contact and relationships with Compliance Teams and Customer Service, staying on top of changes that may impact Account Management operations.
What you will bring to the role:
- 3-5 years experience in an operations role supporting an online customer service organization.
- Expert knowledge of customer service technologies, workforce management tools and CRMs.
- 2+ years of demonstrated success in handling operational needs at large-scale customer service operations.
- Demonstrated experience in mentorship, coaching and development.
- Zendesk knowledge, with the ability to write macros and troubleshoot workflow challenges.
- Salesforce or comparable CRM experience.
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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