SciPlay, is a global leader focused in providing an ever-expanding portfolio of robust iGaming and Social Casino solutions to the global gaming industry. To put it simply - we make Mobile and Facebook games that are fun to play, fun to make, and we're growing like crazy! SciPlay's reach is made possible by the expertise of our rock star teams and game makers. Want to be part of a fast-paced company that lands in the Top 1% of Social Casino games? See more details below!
Job Description Summary:
SciPlay is a leading developer and publisher of digital games on mobile and web platforms, providing highly entertaining free-to-play games that millions of people play every day for their authenticity, engagement and fun.
SciPlay currently offers nine core games, including social casino games Jackpot Party Casino, Gold Fish Casino Slots, Hot Shot Casino and Quick Hit Slots, and casual games MONOPOLY Slots, Bingo Showdown, 88 Fortunes Slots, Backgammon Live, and Solitaire Pet Adventure with offices all over the world!
About the role:
The Senior Manager, Customer Support will work with the Leadership team to develop and manage customer satisfaction strategy, lead and monitor analysis of results vs plan, and provide recommendations and implement solutions to drive program excellence. You will be expected to achieve and maintain service levels, measure and improve player satisfaction and quality, manage teams and vendor operations, and deliver strategic initiatives that scale the business for continued growth.
You need to restablish and supervise the processes involved with both directing customer queries and reporting issues back to the game development teams. Communicates with development teams, and others, to relay customer reported issues, concerns, and trends by generating reports utilizing information from support staff, support platform(s), and a variety of social media sources. Manages a team of Customer Support technicians responsible for customer retention and works with them to implement methods that will reduce response time and maximize efficiencies.
Essential Job Functions:

• This role requires a data-driven, innovative leader that will identify opportunities to influence and optimize the customer experience
• Create short, mid & long term strategies relating to player support operations; focused on KPI's, SLA's, contact channels, team structure, innovation, tools & partnerships
• You will create and execute support strategies that help player support to deliver on program KPIs and operational efficiency
• Find new opportunities to expand the number of CS channels at Sciplay.
• Vendor management experience required. You will be responsible for supporting the Partner Services team by helping to lead the Player Support operation across Sciplay, working closely with vendor partners & Customer Service Org pillars to achieve shared goals
• Lead and manage vendor support operations, including quality assurance, performance calibrations, productivity, and KPI performance, and streamline processes to build a scalable operation
• You will continuously improve our support offering through close partnership with relevant stakeholders and the leadership team, leveraging the innovation of tools and technology, and proactively experimenting new ways of working
• Responsible for creating more value for customers and, as a result generating extra revenue from the users you already have
• This position requires working cross-functionally with game studios, internal teams, and external partners located global
• People management experience in a diverse, inclusive environment across global locations
• Conduct regular team meetings and one-to-one meetings to ensure the team understands current team status and performance
• Responsible for output, mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees.
• Responsible for providing feedback and core skill development, and delivering coaching plans.
• Established best practices for automated and direct consumer responses for social gaming
• Resolve escalated customer disputes, requests for refunds and Better Business Bureau complaints in a timely, professional, responsible fashion.
• Research and apply new methods to improve and cultivate the customer's support experience and satisfaction
• Lead the development and implementation of support SAAS plaform including organized procedures, automatically generated responses and instructions, and guidelines for handling a varying degree of common customer issues in large volume using software tools such as Zendesk, GoodData and self-generated reports and tools.
• Communicate with other departments to prevent issues from arising, document, track, and follow-up on existing problems and ensure that Customer Support needs are met.
• Oversee moderation of Facebook fan pages, Google Play Store, and iTunes Marketplace review pages
• You should be comfortable working in a very fast-paced environment and have strong communication skills to influence multiple stakeholders

A few of our highlighted perks and benefits:

• Competitive salaries and annual bonuses alongside matching 401k and other competitive benefits.
• Strong commitment to work life balance
• Fully stocked breakroom (including Espresso Machine, Beverages, and Snacks)
• Fully stocked gameroom featuring current generation consoles and titles, shuffle board tables, foosball tables, and arcade cabinets (including our prized 5v5 cabinet ultra-rare copy of Killer Queen!)
• Brand new, shiny, and aesthetically pleasing 10,000 sq ft office located in the Arboretum area in Austin

Qualifications:
Education:

• Bachelor's degree in communications, business or related field or equivalent relevant experience

Required Experience:

• At least 4 years of customer service or related experience
• At least 1 year of supervisory experience

Knowledge, Skills & Abilities

• Strong verbal and written communication skills.
• Ability to efficiently regulate and prioritize tasks for oneself and several employees.
• Strong technical knowledge of computers or troubleshooting computer problems.
• Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
• Working knowledge of Microsoft office products, and reporting tools such as Tableau and Zendesk.
• A willingness to expand one's knowledge by learning game-specific issues and fixes for an extensive library of existing products.
• The ability to explain complex technical terms in the simplest form to assist customers with questions/troubleshooting in areas in which they may not be familiar.
• Basic web and server coding preferred but not required

Vision: Close Vision, Depth Perception, Distance Vision, Ability to Adjust Focus, Peripheral Vision, Ability to Distinguish All Colors
Physical Requirements: Office environment
Work Conditions: May require evenings, nights, weekends, holidays and on-call. May require travel.
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are SciPlay! We make games!
The roots of our company are simple and strong: Our founder, fell head over heels for casino games and had a vision to create the most entertaining free-to-play casino games for gamers around the world. We've grown into a company that makes games we are truly proud of and that are enjoyed by millions of players every day. Our history is extensive, but we're just getting started. In 1998, we got our start as Phantom EFX and in 2019, we reintroduced ourselves as SciPlay and went public on the Nasdaq.
At SciPlay, we are programmed to think untraditionally. From our yearly development conferences, shindigs, and new game launches, we believe in doing what you love and doing it well. We take great pride in our ability to create authentic experiences for players and we are excited to continue investing in our workforce, technology, and our data-driven approach, all with the mission of delighting our players long into the future. We believe that if we continue to stay passionate, set ambitious goals, live our values and play together, we will become the #1 social casino and casual gaming company in the world.

SciPlay Corporation and its affiliates (collectively, SciPlay) are committed to creating a workforce of credibility and dependability. As a prerequisite to employment with SciPlay (to the extent permitted by law), you shall be asked to consent to SciPlay conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. SciPlay is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.
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SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster .