Customer Operations Associate

at  VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
Our Growth team in Toronto is currently looking for a Customer Operations Associate to join the team.

KEY RESPONSIBILITIES WILL INCLUDE:

• Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model.
• Maintain the Account Management Team Knowledge Base, ensuring process and compliance related documentation is up to date.
• Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes.
• Collaborate with the Account Management staff and Customer Operations Manager to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out.
• Make suggestions and improvements to processes and procedures as required

WHAT YOU WILL BRING TO THE ROLE:

• 2+ years demonstrated success in handling operational needs at large-scale customer service operations.
• Demonstrated experience in mentorship, coaching or/and development.
• Writing proficiency - Ability to write documents, presentations and SOPs.
• Salesforce or comparable CRM experience.