As Senior Manager Customer Experience, you will be a Leader to champion all our users’ happiness. Someone driven by an obsession for providing the absolute best resolution and service to our customers, as well as amazing support experiences by providing users with a personal touch and applying unconventional strategies.
Requirements
- You will work hands-on with the leadership team and help build, lead, and manage India’s fastest-growing gaming startup’s Customer Service, support, and success Divisions.
- Responsible for all touchpoints of the Customer with our product support verticals. Craft their journey and deliver an amazing experience as we serve them above and beyond their expectations.
- Build our team, processes, vision, and strategy. Create Customer happiness and success culture that truly turns every user into an ambassador of our service, and a fan of our customer team!
Responsibilities
- Responsible for setting up and scaling the Customer Service Operations and Service Excellence.
- Manage customer service for all the Business Verticals
- Manage End to End Service Delivery and ensure world-class service experience to the customers.
- Timely & accurate Reporting / Management Information analysis - For Clients, Management.
- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS
- Deliver high-quality service through all touchpoints for the Clients/Investors and Responsible for quality of response & TAT
- Responsible for first time best resolution & elimination of scope for escalations
- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations, and service operations.
- Design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry
- Enhance the Service Reach/Access, collaborating with the respective Business Heads.
- Build and work in tandem with the Technology team for scaling up innovative modules for Predictive Customer Behaviour and understand the pattern on kind of issues or escalations.
- Prompt qualitative response to a query from Clients & Customers
- Manage Dash-board of activities in time & take corrective action based on it
- Team Management - Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
- Optimizing Staff cost & Operational costs.
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”
