Customer Experience Team Lead – Virtual Gaming Platform

at  Just Sales Jobs

As a Client Experience Team Lead, you will guide the customer experience team that manages a portfolio of high-potential player accounts and high-activity players who would only benefit from a partially Account-managed experience. You will provide them with outstanding customer support that exceeds their expectations. You will mentor and guide the customer experience team in sustainable player retention, advanced problem-solving, and relationship building. The base salary for this position is $88,000 - $100,000.

PREFERRED EXPERIENCE & BACKGROUND

• Customer service experience of 5+ years of experience supporting an Account Manager at a coordinator level.
• Experience interacting with customers online, ideally via Salesforce or Zendesk.
• Demonstrated understanding of building relationships with customers.
• Strategic with time management, able to distinguish between what is essential and what is urgent.

TECHNICAL SKILLS

Computer - Highly Proficient/Multitasking
MS PowerPoint
MS Word
Online Screen Sharing
CRM experience is an asset (Insightly and Zendesk)

• Effectively manages the activities of the customer experience specialist and, by proxy, all of their 2000+ players.
• Guides the team with department practices and well-defined management precedents.
• Ensure compliance with various mandates across other business units such as Responsible Social Gameplay, Anti-Fraud, and AML.
• Appropriately identify high-risk cases for further escalation to specialist teams, including
• Legal/Disputes, RSG, AML, MLRO & Anti Fraud.