SciPlay is a leading developer and publisher of digital games on mobile and web platforms, providing highly entertaining free-to-play games that millions of people play every day for their authenticity, engagement and fun.

SciPlay currently offers nine core games, including social casino games Jackpot Party Casino, Gold Fish Casino Slots, Hot Shot Casino and Quick Hit Slots, and casual games MONOPOLY Slots, Bingo Showdown, 88 Fortunes Slots, Backgammon Live, and Solitaire Pet Adventure with offices all over the world!

Key Responsibilities:

**Candidates must have experience in the Gaming Industry**



Job Summary:

The Senior Customer Support Manager will work with the Leadership team to develop and manage customer satisfaction strategy, lead and monitor analysis of results vs plan, and provide recommendations and implement solutions to drive program excellence. You will be expected to achieve and maintain service levels, measure and improve player satisfaction and quality, manage teams and vendor operations, and deliver strategic initiatives that scale the business for continued growth.

Essential Job Functions

· This role requires a data-driven, innovative leader that will identify opportunities to influence and optimize the customer experience

· Create short, mid & long term strategies relating to player support operations; focused on KPI's, SLA's, contact channels, team structure, innovation, tools & partnerships

· You will create and execute support strategies that help player support to deliver on program KPIs and operational efficiency

· Find new opportunities to expand the number of CS channels at Sciplay.

· Vendor management experience required. You will be responsible for supporting the Partner Services team by helping to lead the Player Support operation across Sciplay, working closely with vendor partners & Customer Service Org pillars to achieve shared goals

· Lead and manage vendor support operations, including quality assurance, performance calibrations, productivity, and KPI performance, and streamline processes to build a scalable operation

· You will continuously improve our support offering through close partnership with relevant stakeholders and the leadership team, leveraging the innovation of tools and technology, and proactively experimenting new ways of working

· Responsible for creating more value for customers and, as a result generating extra revenue from the users you already have

· This position requires working cross-functionally with game studios, internal teams, and external partners located global

· People management experience in a diverse, inclusive environment across global locations

· Conduct regular team meetings and one-to-one meetings to ensure the team understands current team status and performance

· Responsible for output, mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees.

· Responsible for providing feedback and core skill development, and delivering coaching plans.

· Established best practices for automated and direct consumer responses for social gaming

· Resolve escalated customer disputes, requests for refunds and Better Business Bureau complaints in a timely, professional, responsible fashion.

· Research and apply new methods to improve and cultivate the customer’s support experience and satisfaction

· Lead the development and implementation of support SAAS plaform including organized procedures, automatically generated responses and instructions, and guidelines for handling a varying degree of common customer issues in large volume using software tools such as Zendesk, GoodData and self-generated reports and tools.

· Communicate with other departments to prevent issues from arising, document, track, and follow-up on existing problems and ensure that Customer Support needs are met.

· Oversee moderation of Facebook fan pages, Google Play Store, and iTunes Marketplace review pages

· You should be comfortable working in a very fast-paced environment and have strong communication skills to influence multiple stakeholders

Requirements

Education

Bachelor’s degree in communications, business or related field or equivalent relevant experience

Required Experience

· At least 4 years of customer service or related experience

· At least 1 year of supervisory experience

· Experience in the Gaming Industry

Knowledge, Skills & Abilities

· Strong verbal and written communication skills.

· Ability to efficiently regulate and prioritize tasks for oneself and several employees.

· Strong technical knowledge of computers or troubleshooting computer problems.

· Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.

· Working knowledge of Microsoft office products, and reporting tools such as Tableau and Zendesk.

· A willingness to expand one's knowledge by learning game-specific issues and fixes for an extensive library of existing products.

· The ability to explain complex technical terms in the simplest form to assist customers with questions/troubleshooting in areas in which they may not be familiar.

· Basic web and server coding preferred but not required

Work Conditions

May require evenings, nights, weekends, holidays and on-call. May require travel.

A Few Of Our Highlighted Perks And Benefits

· Competitive salaries and annual bonuses alongside matching 401k and other competitive benefits.

We are SciPlay! We make games!

The roots of our company are simple and strong: Our founder, Aaron “Shurm” Schurman, fell head over heels for casino games and had a vision to create the most entertaining free-to-play casino games for gamers around the world. We’ve grown into a company that makes games we are truly proud of and that are enjoyed by millions of players every day. Our history is extensive, but we’re just getting started. In 1998, we got our start as Phantom EFX and in 2019, we reintroduced ourselves as SciPlay and went public on the Nasdaq.

At SciPlay, we are programmed to think untraditionally. From our yearly development conferences, shindigs, and new game launches, we believe in doing what you love and doing it well. We take great pride in our ability to create authentic experiences for players and we are excited to continue investing in our workforce, technology, and our data-driven approach, all with the mission of delighting our players long into the future. We believe that if we continue to stay passionate, set ambitious goals, live our values and play together, we will become the #1 social casino and casual gaming company in the world.

A few of our highlighted perks and benefits:

· Competitive salaries and annual bonuses alongside matching 401k and other competitive benefits.

· Strong commitment to work/life balance

· Fully stocked kitchen

· Fully stocked gameroom featuring current generation consoles and titles, shuffle board tables, foosball tables, and arcade cabinets (including our prized 5v5 cabinet ultra-rare copy of Killer Queen!)

· Brand new, shiny, and aesthetically pleasing 10,000 sq ft office located in the Arboretum area in Austin

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At SciPlay we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles we have! #beYOU

SciPlayers are humble. In the live environment of mobile game development, there’s no room for egos and the loudest voice doesn’t get their way here. We are diverse in our backgrounds and our experience, both professionally and personally, and we believe our differences are key to unlocking our super powers.

 SciPlay Corporation and its affiliates (collectively, SciPlay) are committed to creating a workforce of credibility and dependability. As a prerequisite to employment with SciPlay (to the extent permitted by law), you shall be asked to consent to SciPlay conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. SciPlay is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.

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