KIXEYE is seeking a Senior Manager of Customer Advocacy to lead our Customer Service and Community Management operations.
If you are a seasoned Support and Community industry leader, with a proven track record in implementing best practices for Customer Advocacy organizations, this position is for you.
You are responsible for managing a team of remote VIP Customer Service Agents and Managers; as well as a team of Player Engagement Managers, who serve as Community liaisons for KIXEYE’s titles.
You are responsible for building on the operational foundation that exists for Customer Advocacy, with the aim of delivering high quality customer interactions that builds a great relationship between the KIXEYE brand and our player community.
You are responsible for ensuring we are pushing community sentiment in positive directions at every opportunity possible.
You are responsible for overseeing CA projects from inception to completion, and measuring their success after delivery.
As the ideal candidate, you will have experience leading support teams and integrating with partners like Zendesk, Vanilla, and / or Directly.
You have a proven track record of improving customer support, growing professionals, and keeping up with industry trends.
You are someone who sets the highest standard for people management and development. You are excited by the prospect of leading a vital aspect of the KIXEYE business with teams around the world.
You are proactive. You speak up. You hold yourself and your team accountable for performance. You hold leadership accountable for the experience we cultivate for our players.
Oversee the management and operations of both the Customer Support team and the Player Engagement team, in order to deliver best-in-class customer experiences and ensure the player voice is heard at every step of the development and LiveOps process.
Areas of focus include :
Leadership : As the head of all Customer Advocacy operations, it falls to the Senior Manager to establish themselves as an incomparable people manager, culture leader, and evangelist of efficiency to ensure both morale and productivity stay high
Entrepreneurship : Identify opportunities, define requirements, execute implementation, and measure the outcome of customer experience projects.
This requires working with all relevant cross-functional disciplines and support teams to guarantee smooth, efficient implementation
Service : Our mission is to give players the experience that we ourselves would want to have. Ensure all culture, processes, practices, and communications have the end goal of providing amazing experiences for KIXEYE’s players
Industry Best : Have your finger on the pulse of the gaming industry to identify trends in Customer Advocacy - with the goal of driving KIXEYE toward world-class customer support and player engagement experiences
Oversee support queue management and resourcing to ensure response times are healthy, and the responses being given are of consistently high quality
Oversee communication calendar’ execution to ensure the Player Engagement team is proactively reaching out to players, gathering feedback and facilitating information about upcoming events and new content
Oversee and manage all KPI reporting for Customer Advocacy, including weekly KPI reports, monthly KPI reports, and persistent data repositories.
Ensure that our policies and practices are having a positive impact on downstream KPIs such as retention
Own the product roadmap for CA, starting from defining the projects that will support KIXEYE’s business goals, then how those projects will translate into functionality for our users, then how we will test and evaluate those features, and finally how we will extend and leverage features that are successful
Communicate and evangelize the product solution and benefits to internal and external customers and demonstrate predicted and actual ROI.
This will involve analyzing competitors, market trends, new technology capabilities and creating new approaches and mechanics for customer interactions
Serve as the ultimate point of responsibility for all things related to Customer Advocacy, be it performance, training, productivity, innovation, reporting, or any facet of the organization that falls under the umbrella of CA
A strong knowledge of Customer Support and Community Management, as well as the impacts of these practices specifically within the gaming industry
Excellent written and verbal communication, interpersonal, presentation, and problem-solving skills and the ability to influence key business leaders in the organization
Fluent in management and operation of Support platforms such as Zendesk; and Community Management platforms such as Vanilla, Discord, and Social Media
Professional experience owning product or department roadmaps, as well as ensuring that projects / features are delivered on time, to quality, and measured extensively after release
Best-in-class people management and development. KIXEYE values its employees’ wellbeing and professional growth - this position requires delivering on both of those values to various levels of staff
A good understanding of business strategies and challenges, and how Customer Advocacy impacts larger Product KPIs
Experience with CRM or MARCOMs platforms, such as Braze, is not required but is considered a plus
An aptitude for bold thinking that will drive Customer Advocacy programs forward
Strong interest in video games and the gaming industry