GSN Games - Manager - Player Services (8-10 yrs)

Manager, Player Services:

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 Youll 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 interactionwhether cross-functionally or directly with playersupholds 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 Were 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