Position: Customer Support Manager
Company: Product Madness
Category: Support
Experience required: 2y
English level: upper

Requirements:
Holistically maintain staffing, calibrate team and individual contributor performance, and necessary resource components.
Lead efforts for unified best practices and Standard Operating Platform.
Maintain a close working relationship and communication with leaders in our Quality Assurance, Marketing, Product and other Direct Customer Experience team members to ensure Customer Support is well informed in their communication with the customer.
Decipher, aggregate, and clearly document emergent customer issues from the teams and their escalations to appropriate stakeholders and serve as the customer advocate in their journey.
Identify tools, systems, and processes to drive continuous improvements in service quality, efficiency, operating cost, and customer satisfaction.

About You:
Previous experience in a leadership/management role, ideally in social/mobile gaming.
Mastery of customer service fundamentals and ability to coach.
Comfortable delegating and obtaining best results from others.
Strong troubleshooting ability.
Solid multitasking skills and attention to detail.
Excellent organizational, written, and interpersonal communication skills.
Ability to provide consumable reporting and documentation representing the team effort.
Self-motivated and results driven.