Position: Director of Community/SMМ/Customer Support Department
Company: RecruitGarden
Experience required: 3y
Category: Support
English level: upper
Published: 2020-07-01T00:00:00+03:00

At Tilting Point we combine data, technology, talent, and groundbreaking marketing to scale games to success.

We are currently seeking a Player XP Team Lead to lead the Community, Social Media and Customer Support Team across all Tilting Point studios, reporting directly to the VP of Product.

As the Player XP Team Lead, you will work closely with Community Managers, Customer Support Managers, Game Teams, Marketing, Tech & Data in crafting and delivering best-in-class player experience.

You'll stay ahead of the competition and have an in-depth understanding of this fast moving and rapidly changing mobile gaming space. You'll manage a team of community and customer support experts and partner with teams across the business to craft strategies, capitalize on market opportunities and launch new high impact initiatives.

**Team and Responsibilities Your Future at Tilting Point**

- Lead our community and customer support teams; 
- Set team goals and oversee the execution of community, social and CS plans;
- Develop and champion new community programs such as VIP, live streaming, direct in-game interactions with players;
- Develop strategic plans to grow gaming communities across our portfolio of games (B2C); 
- Prioritize initiatives that positively impact game engagement, retention, acquisition and monetization;
- Contribute to go-to-market plans with strong player-centric vision and best-in-class launch and post-launch operations;
- Analyze the impact of initiatives on game KPIs and develop new plans based on data and player feedback;
- Monitor competitive activity and social media trends, constantly evaluate the market;
- Incorporate best practices in overall content strategy, monitor player sentiment and make necessary shifts to adapt to the changing market and player needs;
- Monitor CS KPIs and SLAs; 
- Propose new internal tools or adopt 3rd party tools to streamline processes and measure impact of the team’s initiatives.

**Your Skills & XP**

- Passionate about player communities, mobile gaming and industry trends;
- Independent thinker with leadership and influencing skills;
- Excellent writing, interpersonal and presentation skills;
- Exceptional problem-solving skills; 
- Able to focus on multiple tasks and effectively set priorities among projects while managing time with judgement;
- Analytical: focused on making data-driven decisions and analyzing game impact;
- Excellent project management skills;
- Embody world-class service;
- Broad knowledge of community engagement: from social media networks (Facebook, Twitter, Instagram, Discord, YouTube, Twitch, Snapchat, TikTok) to in-game guilds and alliances, live streaming, social influencers, and VIP relationships;
- Broad knowledge of Customer Support: deep understanding of CS KPIs, tools and procedures;
- Experience in handling;
- Executive escalations;
- Completed Bachelor's Degree in Project Management, Communications, Marketing, Psychology or another relevant field;
- 3+ years of experience in the industry of video gaming, gaming, media.