Manager Customer Experience

As our Manager Customer Experience, you will endeavor to provide an excellent user experience and believe that behind every successful product excellence is customer delight. You will drive our products' success through your vision for excellence in customer resolutions and support experiences across all channels.

Responsibilities:

• Enable and motivate team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.
• Outline a strategic plan to create an outstanding service organization and improve current customer service levels with a vision to be the best of the breed, and value add our business growth.
• Develop a comprehensive Customer Experience vision and strategy for the business.
• Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience.
• Automate repetitive work for customers and employees to reduce weight, handle or total resolution time.
• Create standard operating procedures and playbooks for areas that require direct customer interaction and resolution.

Requirements

• Minimum 5+ years in a customer experience role( Handled Emails + Calls + Chats).
• Hands-on experience working on Salesforce will be an added advantage.
• Excellent verbal and written communication skills.
• Excellent data interpretation/presentation and excel/reporting skills.
• Six Sigma/COPC certification will be an added advantage.
• General knowledge of agile methodologies and design thinking.
• Strong communication and interpersonal skills required.
• Proven experience with developing and deploying new Customer Service Technology (Social, Live Chat, Software, etc.) to improve our customer experience.
• A solid understanding of data analytics to drive to find innovative ways to improve processes and services.
• Experience in managing and driving initiatives through NPS/CES/CSAT.

About Junglee Games

Junglee Games is a leader in the skill-gaming space, with close to 50 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, Solitaire Gold and Howzat.

Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight.

Since we were founded, we've drawn 500+ of the world’s most talented people into our ranks. Our team has worked on international AAA titles like Transformers, Star Wars: The Old Republic, Real Steel, Rio, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits including the movie Avatar. "Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees."

Junglee is not just a gaming business - it is a blend of data science, innovation, cutting-edge technology and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

"Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees."