Customer Operations Manager

Detalhes da Vaga

What are you working on? The name of the project(s): UFL Genres: Simulation, Sports Platforms: Console For which tasks (responsibilities)? Our support team is well-established, with organized processes and tools already in place. We're looking for a skilled professional to manage operational tasks and drive continuous improvement within our support systems. Key responsibilities will include creating and maintaining runbooks, developing macros, optimizing processes, and performing quality assurance on support agent responses. If you're a proactive individual with a strong background in support operations and a passion for driving quality and efficiency, we'd love to have you on board!
?asks: Deliver Product Updates to Operations: Review documentation, define internal tool requirements, adapt support concepts, and monitor user requests and analytics to ensure smooth integration.
Foster Cross-Team Communication: Establish and maintain effective day-to-day communication between Support and Development, Publishing, Legal, and other key teams.
Manage Complex User Inquiries and Bug Tracking: Handle complex user inquiries, oversee the bug-tracking process, and ensure efficient issue resolution.
Develop and Optimize Support Workflows: Gather and analyze requirements, design and implement support workflows, and oversee daily activities to improve efficiency and service quality.
Maintain Knowledge Bases: Regularly update both external and internal knowledge bases, ensuring content is accurate, relevant, and accessible.
Collaborate with External Contractors: Coordinate with external contractors and outsource agencies to meet operational needs effectively.
Maintain Project Documentation: Create and update project documentation, including digests, analytical notes, and ad-hoc reports in response to requests from other departments.
Adhere to Assigned Responsibilities: Execute additional tasks as assigned by the manager, staying aligned with core responsibilities.
What kind of professional are we looking for? Skill-set: Experience: Proven work experience as a Senior Support Specialist or in a similar role, with expertise in support operations.
Operations Knowledge: Deep understanding of customer support operations, including proficiency with ticketing systems and various communication channels.
Performance Metrics: Familiarity with customer support KPIs such as response time, resolution time, customer satisfaction scores, and other performance indicators.
Project Management Skills: Ability to develop comprehensive project plans, define scope and objectives, set timelines, allocate resources, assess and mitigate risks, and track progress.
Communication Skills: Strong verbal and written communication skills for effective interactions with customers, team members, and other stakeholders.
Language Requirements: English proficiency at C1 level or higher is required. Russian is a plus.
Will be a plus: Game Development Experience: Experience in game development or gaming operations is a strong advantage.
Why do we enjoy working here? Our team unites creative professionals who have great effort to develop a top-quality project for gaming consoles. If you possess experience in game development or are just a gamer to the core, you are welcome to be a part of our international team, where your skills and creativity will be boosted, and the possibility for growth will always be in the game!
What are the conditions and bonuses? Salary pegged to the US Dollar;
Medical insurance and social benefits;
Sick-leaves;
Remote work;
Referral bonuses;
Sports compensation;
Online English classes;
Co-working compensation.


Salário Nominal: A acordar

Fonte: Grabsjobs_Co

Função de trabalho:

Requisitos

Customer Sucess Manager

Estamos a recrutar Customer Sucess Manager para liderar o Contact Center de uma empresa de referência no setor. Com uma rede ampla de pontos de entrega, este...


Multipessoal - Braga

Publicado 12 days ago

Project Management Officer (Pmo) - Innovation Projects (F/M/Div.)

Project Management Officer (PMO) - Innovation Projects (f/m/div.)Full-timeThe Bosch Group has more than 400,000 employees around the world, present in 60 cou...


Robert Bosch Group - Braga

Publicado 10 days ago

Responsável De Turno (22H-06H) M/F- Guimarães

A Triangle Talent Solutions, recruta um Responsável de Turno 22h-06h (M/F), para trabalhar diretamente em empresa cliente, líder no setor têxtil, em Guimarãe...


Triangle Talent Solutions - Braga

Publicado 11 days ago

Gestor De Unidade - Restauração Coletiva (M/F) – Braga

A Triangle Talent Solutions recruta Gestor de Unidade (M/F) para integração em empresa multinacional na área da restauração coletiva, em Braga. Funções: - R...


Triangle Talent Solutions - Braga

Publicado 11 days ago

Built at: 2024-12-23T02:25:43.748Z