Account Specialist Supervisor

at  VGW

VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we’re on a mission to be the biggest gaming company in the world!
Due to major growth we are expanding our Account Management team in Toronto and currently looking for a Player Specialist Supervisor to join the team.
In this role you will mentor and guide a squad of Account Specialists, helping them in retaining a large cohort of valuable players. Retain a sharp customer experience skill set by supporting players on the queue alongside your reports.

KEY RESPONSIBILITIES WILL INCLUDE:

• Effectively oversee the activities of the Account Specialists and, by proxy our valuable players.
• Ensure your team are operating within both customer experience and compliance guidelines.
• Act as an escalation point during your shifts using advanced problem solving skills to effectively address challenging cases.
• Ensure compliance with various mandates across other business units such as Responsible Social Gameplay, Anti-Fraud, and AML.
• Highlight key prospects and high potential players for management by Account Managers & Account Executives.
• Flexibility to work on evenings and weekends.

WHAT YOU WILL BRING TO THE ROLE:

• 1-3 years experience supporting high-value clients, account management teams, or a consumer-facing organization that demands the best customer experience for the most demanding clients is required.
• Previous experience managing a team is required
• Ability to work flexible hours including nights and weekends.
• A strong communicator and leader with the ability to empathize in understanding customers’ and team needs and concerns.
• Ability to view situations from many perspectives and find the best approach for a win-win situation