Moon Active Published: November 15, 2020
Job Type
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
More than 3 years

Description

Moon Active, a Tel-Aviv-based mobile games startup with millions of players worldwide, is looking for an experienced and talented Customer Support Group Manager to join our CRM Department. As a Customer Support Group Manager, you will act as a key contributor to shape the overall business strategy and provide critical support in our mission to improve our players’ experience.

RESPONSIBILITIES

- Partner with the management team to Align customer support policies and systems with the company's objectives
- Design, develop and implement tools and procedures pertinent to the effective and efficient operation of the Customer Support.
- Proactively manage cross-functional interactions and operational processes to ensure the customer support team is adapting to evolving business and players needs
- Measure effectiveness of customer support team - refine operational metrics for the team, create reporting and review cadencesEstablish clear roles, responsibilities, and performance requirements for the Customer Support team
- Manage outsourced teams, spread around the world

Requirements

- 4-6 years of relevant professional experience which includes a minimum 2-3 years in each of the following areas: Managing a customer support team, Cross functional team management, Customer relationship management
- Proven experience with customer support analytics, tracking metrics and managing data
- Experience scaling and developing customer success teams
- A track record of being a team player and leader with strong interpersonal and communications skills
- Natural ability to think several steps ahead of the customer and take proactive steps to address roadblocks and issues
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