Director - Customer Support (User Journey)
Job Summary
Job Description
6 skills required
Job Details
Position Overview:
We are seeking a dynamic and experienced Director of Customer Support to lead our customer support team and elevate the player experience across all touchpoints. This role is critical in shaping and optimizing the user journeys for new players, VIP players, and various player segments. The ideal candidate will have a deep understanding of the real money gaming industry, a passion for customer service, and the ability to drive strategic initiatives that enhance player satisfaction and retention.
Key Responsibilities:
Leadership and Strategy:
· Lead and manage the customer support team, fostering a culture of excellence, empathy, and continuous improvement.
· Develop and implement customer support strategies that align with the company’s business objectives, focusing on enhancing player satisfaction, loyalty, and retention.
· Design and execute personalized user journeys for different player categories, including new players, VIP players, and other segments, ensuring a seamless and tailored experience.
User Journey Optimization:
· Collaborate with cross-functional teams, including product, marketing, and analytics, to understand player behavior and design user journeys that cater to the specific needs of various player segments.
· Implement best practices for onboarding new players, ensuring they receive the necessary support and guidance to maximize their gaming experience.
· Develop and manage VIP support programs, offering white-glove service to high-value players, including personalized communication, exclusive offers, and proactive issue resolution.
Operational Excellence:
· Oversee the daily operations of the customer support team, ensuring timely and effective resolution of player inquiries and issues across multiple channels (email, chat, phone, social media, etc.).
· Monitor and analyze key performance indicators (KPIs) related to customer support, including response times, resolution rates, player satisfaction scores, and churn rates, to identify areas for improvement.
· Implement and maintain a robust CRM system to track player interactions and deliver data-driven insights that inform support strategies.
Stakeholder Management:
· Serve as the voice of the customer within the organization, advocating for player needs and ensuring that feedback is integrated into product development, marketing campaigns, and overall business strategy.
· Build and maintain strong relationships with internal stakeholders, including product managers, marketers, and data analysts, to ensure alignment on customer support goals and initiatives.
· Represent the company in industry forums and events related to customer support and player experience, positioning Head Digital Works as a leader in the gaming industry.
Compliance and Risk Management:
· Ensure that all customer support operations comply with relevant regulations, industry standards, and company policies, particularly concerning responsible gaming and data privacy.
· Proactively identify and mitigate risks related to customer support, including potential fraud, player disputes, and reputational risks.
Qualifications:
· Experience: 10+ years of experience in customer support, with at least 5 years in a leadership role within the real money gaming, online gaming, or related industry.
· Industry Knowledge: Deep understanding of the real money gaming landscape in India, including player behavior, market trends, and regulatory environment.
· Skills: Strong leadership and people management skills, with a proven track record of building and motivating high-performing teams.
· Technical Proficiency: Familiarity with customer support tools and CRM systems, as well as experience with data analysis and reporting tools.
· Communication: Excellent communication skills, with the ability to interact effectively with players, team members, and senior leadership.
· Problem-Solving: Strong analytical and problem-solving skills, with the ability to develop creative solutions to complex customer issues.
· Player-Centric Mindset: Passion for delivering exceptional player experiences and a deep understanding of the importance of personalized support.
Why Join Us:
· Impact: Play a critical role in shaping the player experience for a leading real money gaming company in India.
· Growth: Be part of a fast-growing company with opportunities for personal and professional development.
· Innovation: Work in a dynamic and innovative industry where you can make a real difference.
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About The Company
We are one of India's oldest online skill-gaming companies that develop and operate zeal-driven applications for online gaming enthusiasts. With more than 60 million+ users and multiple brand verticals like A23 Rummy, A23 Poker A23 Games and Cricket.com, Head Digital Works has come a long way in the past 17 years. What started from a small garage in 2006 with nothing but a dream - "To become India's leading online gaming portal" has now turned into one of the most profitable start-ups in India that have gone through cycles of angel, venture capital and private equity investments.
We're a diverse group of thinkers and doers who are reimagining what's possible to make it easier for all of us to do what we love in new ways.
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