You’ll Be Empowered To 🎮

📍Develop a world-class B2C (Platform products) and B2B2C (Game players) Customer strategy aimed at delivering a high-quality experience to all user groups. 📍Bring your strategy to life by building OKRs, health metrics, and SLAs and using data to generate actionable insights for your team and cross-functional partners. You will continually refine resolution processes, ensuring the balance of cost & performance is optimised. 📍Work with many cross-functional teams, including our Product, Engineering and Design teams, directly contributing to their strategies by surfacing insights and customer anecdotes to solve issues. 📍Identify the data-led signal from the noise and craft rituals between PED and GTM teams, our Games team, and developer relations teams. 📍Own the resolution of support interactions through your team and operating model, ensuring timely and effective solutions. 📍Implement and maintain support tools, emerging technologies, service providers, processes and platforms to ensure consistent, high-quality support. 📍Lead, mentor and inspire the Customer Operations team, fostering a culture of excellence, technical capability, customer obsession and innovation. 📍Develop strategies to attract and retain top-tier talent for the variety of roles required and design the organisation as needs grow.

We'd Love You To Bring 🤝

📍Minimum of 5 years in operational roles in world-class technology platforms. Bonus points if they are a deeply technical product or gaming-related. 📍Experience building global, distributed teams. 📍Exceptional communication, interpersonal and leadership skills, and demonstrated track record of surfacing, rallying behind and resolving customer issues. 📍3+ years working with executive-level stakeholders. 📍Open to particularly strong consulting profiles looking for high ownership and impact between customers and products. 📍Analytical mindset with strong problem-solving and project management ability. 📍Detail-oriented with the ability to oversee multiple tasks and projects simultaneously. 📍Experience in the gaming or technology industry, with exposure to blockchain technology being a significant plus. 📍Interest in gaming, ideally playing games actively in their spare time.