Customer Support Supervisor

3 Weeks ago • 2-10 Years

About the job

Summary_{By Outscal}

Customer Support Supervisor role requires 2+ years of experience in customer-facing roles, preferably in social/mobile gaming with supervisory experience. Must have mastery of customer service fundamentals, strong troubleshooting abilities, and excellent communication skills. Experience with Zendesk is a plus.

This Customer Support leadership role involves providing supervision and mentoring to both internal and external teams responding to our customers, handling escalation issues from various channels, and leading efforts towards continuous improvement of our service quality and tracking of performance indicators.

What You'll Do

Skills and Requirements

Serve 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.
Respond to 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!).
Execute and iterate on existing service audit quality procedures to maintain and incrementally elevate customer satisfaction.
Proactively identify issues of note and escalate using established protocols.
Develop and publish relevant knowledge base and FAQ content relevant to the customer.

Generate reports reflecting their own work and the voice of the customer.
Assist the Customer Support Manager with tasks and projects related to improving the customer experience and team development.
You will be required to work on shift patterns from 9.00 am - 6.00 pm / 1.00 pm - 10.00 pm, including some weekends.

What We're Looking For

About You

At least 2+ years previous experience in a customer facing role, preferably in social/mobile gaming with supervisory or lead experience.
Education Level: Some college, preferably at least an Associate’s degree or strong previous experience in the field.
Mastery of customer service fundamentals and ability to train and mentor others.
Strong troubleshooting ability.
Solid multitasking skills and attention to detail.
Excellent organizational, written, and interpersonal communication skills.
Self-motivated and ability to work independently as well as in team settings.

Why Product Madness?

You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino. The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more.

So what is stopping you from coming and joining the Madness?

Travel Expectations

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About The Company

Aristocrat Gaming

214 Active Jobs

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.

Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day.

Come and join us – let’s play!

𝘗𝘭𝘦𝘢𝘴𝘦 𝘣𝘦 𝘢𝘭𝘦𝘳𝘵 𝘵𝘰 𝘴𝘤𝘢𝘮𝘴 𝘰𝘧𝘧𝘦𝘳𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘈𝘯𝘺 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘵𝘰 𝘤𝘢𝘯𝘥𝘪𝘥𝘢𝘵𝘦𝘴 𝘳𝘦𝘨𝘢𝘳𝘥𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘢𝘵 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘰𝘳 𝘪𝘵𝘴 𝘴𝘶𝘣𝘴𝘪𝘥𝘪𝘢𝘳𝘪𝘦𝘴 𝘸𝘪𝘭𝘭 𝘤𝘰𝘮𝘦 𝘧𝘳𝘰𝘮 𝘢𝘯 @𝘢𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵.𝘤𝘰𝘮, @𝘣𝘪𝘨𝘧𝘪𝘴𝘩𝘨𝘢𝘮𝘦𝘴.𝘤𝘰𝘮, @𝘱𝘪𝘹𝘦𝘭𝘶𝘯𝘪𝘵𝘦𝘥.𝘤𝘰𝘮, 𝘰𝘳 @𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘮𝘢𝘥𝘯𝘦𝘴𝘴.𝘤𝘰𝘮 𝘦𝘮𝘢𝘪𝘭 𝘢𝘥𝘥𝘳𝘦𝘴𝘴. 𝘍𝘳𝘰𝘮 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘪𝘮𝘦, 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘮𝘢𝘺 𝘶𝘴𝘦 𝘢𝘯 𝘦𝘹𝘵𝘦𝘳𝘯𝘢𝘭 𝘢𝘨𝘦𝘯𝘤𝘺 𝘧𝘰𝘳 𝘳𝘦𝘤𝘳𝘶𝘪𝘵𝘮𝘦𝘯𝘵 𝘱𝘶𝘳𝘱𝘰𝘴𝘦𝘴, 𝘩𝘰𝘸𝘦𝘷𝘦𝘳 𝘵𝘩𝘦𝘺 𝘸𝘪𝘭𝘭 𝘯𝘦𝘷𝘦𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘰𝘧 𝘢𝘯𝘺 𝘴𝘰𝘳𝘵.