Customer Support Supervisor (Remote)

Customer Support Supervisor | Pixel United | Poland

This Customer Support leadership role involves providing supervisionand mentoring to both internal and external teams responding to ourcustomers, handling escalation issues from various channels, and leadingefforts towards continuous improvement of our service quality and trackingof performance indicators.

What You’ll Do

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Customer Support Supervisor | Pixel United | Poland

This Customer Support leadership role involves providing supervision and mentoring to both internal and external teams responding to our customers, handling escalation issues from various channels, and leading efforts towards continuous improvement of our service quality and tracking of performance indicators.

What You’ll Do

Skills and Requirements

Serve as the liaison between the company and the Customer Support outsource partner and its agents, ensuring strong and cohesive communication processes and contributor performance feedback are paramount.
Respond to escalation and high-importance customer service phone calls and emails to our customers on a daily basis with consistent quality (major plus if you are familiar with Zendesk!).
Execute and iterate on existing service audit quality procedures to maintain and incrementally elevate customer satisfaction.
Proactively identify issues of note and escalate using established protocols.
Develop and publish relevant knowledge base and FAQ content relevant to the customer.

Generate reports reflecting their own work and the voice of the customer.
Assist the Customer Support Manager with tasks and projects related to improving the customer experience and team development.
You will be required to work on shift patterns from 9.00 am – 6.00 pm / 1.00 pm – 10.00 pm, including some weekends.

What We’re Looking For

About You

At least 2+ years previous experience in a customer facing role, preferably in social/mobile gaming with supervisory or lead experience.
Education Level: Some college, preferably at least an Associate’s degree or strong previous experience in the field.
Mastery of customer service fundamentals and ability to train and mentor others.
Strong troubleshooting ability.
Solid multitasking skills and attention to detail.
Excellent organizational, written, and interpersonal communication skills.
Self-motivated and ability to work independently as well as in team settings.

Why Product Madness?

You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino. The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more.

So what is stopping you from coming and joining the Madness?