Customer Service Team Lead and English Customer Manager

Customer Service Team Lead and English Customer Manager
Temporary Position

Glorious Games Group
Glorious Games Group is a multi-product gaming company located in central Stockholm. It has been around for more than 10 years under the name Stardoll and has now evolved into producing multiple additional titles.

Innovation, Professionalism & Quality of Life
We believe that the most important thing when going to work is having fun, gaining new experiences and learning new things. We offer a work environment with a friendly atmosphere and great colleagues. Over the years we have learned a lot, but our hunger for knowledge and experience never stops, which is why we can offer a great chance to learn new things and grow as individuals.

We believe that working together is crucial for success. Challenges are always something we take on together and overcome. Quality of life is an important aspect of any work environment, so we strive to take care of our co-workers by supplying beneficial services, lunch walks and activities outside of work.

The Role

This job is a combination of Customer Manager for the English speaking markets and Team lead for the Customer Service team. This is a temporary position, covering for a maternity leave (until April, 2018).

As Head of Customer Service, you will be responsible for the leadership and management of our Customer Service team. You will have a key role in managing the front end of all our products since the team is the one that has firsthand contact with our players. As team leader, you also coordinate and engage the team members in delivering an excellent customer experience.

As Customer Manager for English, you will be in charge of the English speaking markets for our products. As part of the Engagement and Retention team, you will be responsible for engagement activities such as special events, campaigns, contests, etc., while managing the English speaking community.

Responsibilities
Manage the CS team and the resources according to priorities.

Maximize the time spent in proactive work and minimize the reactive work.

Ensure that the Customer Service Team is adequately informed by liaising with different departments in within the company.

Handle escalated CS issues and follow up CS problems to its resolution: Own the customer related issues, reporting the problems and following them up to their resolution.

Work as a channel between the players’ voice and the different product owners to ensure that they get the relevant feedback/information.

As Customer Manager, you will manage the community (which includes social features such as forums, clubs, blogs, etc.).

Update and manage our engagement activities and features for your market.

Answer to customer queries and handle reports.

Qualifications
Documented experience in leading and motivating a team.

Documented experience and understanding of all aspects of customer service in the digital content and games market.

Native level of English with excellent writing skills.

Proficiency in analyzing and interpreting data in order to plan resources effectively.

Previous experience in customer service and/or community management.

Previous experience in mobile games is a plus.

In-depth knowledge and understanding of legislation that might apply to our customers (for example, COPPA) is a big plus.

Excellent task management and collaboration skills.

Personal skills
Great communication skills.

Service minded.

Stress tolerant.

Team player.

Able to take personal responsibility for tasks and outcomes.

Able to plan ahead and work proactively.

Able to engage and develop team members.

Proactive and independent.

A customer and sales oriented mind.

Number and data driven.